Service Desk Analyst

Service Desk Analyst – What you’ll do

Act as the 1st point of contact for new incidents, requests, and queries raised by Telent and our external customers over a wide range of platforms – telephone, email, B2B and customer portals.

Collect data and log incidents, requests and queries via a dedicated online customer portal.

Ensure that excellent customer service is provided to the customer consistently.

Follow up actions in a timely manner and provide regular customer updates to meet promises made.

Attend team training sessions when required.

Order and arrange spare parts for various IT related incidents or requests via an internal logistics application process.

Coordinate / arrange and schedule Engineers or Field Engineering resources to customer sites.

Maintain rapport with our customers by displaying a detailed understanding of their support requirements and understanding of the contracts.

Maintain high levels of incident ownership throughout the Incident Lifecycle to a satisfactory customer resolution.

Liaise pro‑actively with suppliers or partner vendors and escalate where necessary to ensure timely resolutions.

Achieve or exceed customer specific Service Level Agreements (SLA’s).

Understand and proactively operate the “Escalations Procedure”.

Meet the Service Desk Key Performance Indicators (KPI’s) as set by the Service Centre Manager.

The Service Desk Analyst (Customer Service Helpdesk Agent / Helpdesk Operator) is passionate about customer service and communication, by acting as the first point of contact for any IT‑related issues, requests, and incidents that come in from our customers. This role focuses on customer support, and is NOT a technical troubleshooting / fixing / 1st Line IT related role.

Although a specific Service Desk Analyst job history or experience is not essential, we would welcome and strongly consider experience from retail, customer service, coordinator / coordinating, or administration environments. On‑the‑job training will be provided so you must be willing and flexible. Proficiency in using Microsoft Office programs, like Microsoft Word, Microsoft Excel, Microsoft Outlook, and Microsoft Teams, is required. If you're eager to start and develop a career in an entry‑level role such as a Service Desk Analyst, this could be the perfect start for you.

• Administration, Coordinating / Coordinator, Retail or Customer Service experience in a demanding environment is ideal (service desk, customer service, helpdesk, call centre, retail, public sector etc.)
• Computer literate and a confident user of Microsoft programmes;
  Microsoft Word, Microsoft Teams, Microsoft Outlook, Microsoft Excel
• Call handling / telephone‑based customer service / customer assistant experience is welcomed
• Successful experience of working in a team and working on your own
• ITIL Aware (Desirable but not essential)
• Commutable to the Farnborough office daily
• Full UK driving license – highly desirable

• Continuous training and development
• Company matched pension scheme
• Access to the Flexible Benefits portal
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme

Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology of the UK’s critical digital infrastructure. The work we do helps connect thousands of people and communities, using the best technology and innovation available. When you join us, you’ll have the opportunity to make a real impact on all our futures by fulfilling your potential and delivering high performance.

We work together to make everyday life work better for everyone. You’ll be part of a team of more than 2,500 brilliant, dedicated people committed to getting the job done well.

We’re guided by our Core values and behaviours:

• Be Inclusive
• Take Responsibility
• Collaborate
• Be Customer‑focused