Service Desk Analyst at Telent in GB Camberley / Riverside | United Kingdom | Kablio

Role

Description

incident triage

incident logging

spare parts

resource scheduling

vendor management

sla compliance

Maintain rapport with our customers by displaying a detailed understanding of their support requirements and understanding of the contracts we have with them
Meet the Service Desk Key Performance Indicators (KPI’s) as set by the Service Centre Manager
Achieve or exceed customer specific Service Level Agreements (SLA’s)
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
Order and arrange spare parts for various IT related incidents or requests via an internal logistics applications process
Ensure that excellent customer service is provided to our customers consistently
Collect data and log incidents, requests and queries into an online customer portal
Attend team training sessions when required
Coordinate, arrange and schedule Engineers or Field Engineering resources to customer sites
Liaise pro-actively with suppliers or partner vendors and escalate where necessary to ensure timely resolutions
Follow up any actions in a timely manner and provide regular customer updates to meet promises made
Maintain high levels of incident ownership throughout the Incident Lifecycle to a satisfactory customer resolution

Requirements

microsoft office

teamwork

call handling

itil

administration

driving licence

Commutable to the Camberley office daily
Computer literate and a confident user of Microsoft programmes; Microsoft Word, Microsoft Teams, Microsoft Outlook, Microsoft Excel
Successful experience of working in a team and working on your own
Call handling / telephone-based customer service / customer assistant experience is welcomed
ITIL Aware (Desirable but not essential)
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.)
Full UK driving license – highly desirable
Understand and proactively operate the “Escalations Procedure”

Benefits

Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
Company pension scheme
Access to the Flexible Benefits portal
Occupational health support and wellbeing Portal

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

2006

Year Founded

The company was established with decades of experience in mission-critical communications and technology.

Specializes in the design, build, support, and management of the UK’s critical digital infrastructure.
Operates across a wide range of industries including transport, emergency services, network providers, and the public sector.
Services encompass network planning, installation, and maintenance, as well as network construction and management.
Key areas of expertise include: Networks, Safety & Security, Control & Automation, Cyber Security, National Digital Infrastructure.

Culture + Values

We are clear communicators.
We respect differing backgrounds and cultures.
We share learnings and listen to the experiences of others.
We celebrate success.
We are informed about corporate matters.
We take an active role in safety and security culture.
We are proud to maintain safety standards.
We drive development and career progression.
We understand our personal accountability.
We seek out opportunities for teamwork.
We challenge constructively when working towards shared goals.
We maintain a positive and ‘can do’ attitude.
We practise a ‘One Team’ mindset.
We strive for continuous improvement.
We build and maintain trust with customers.
We provide high-quality, dependable, and ever-advancing solutions.
We are commercially aware.

Environment + Sustainability

2050

Net Zero Target

Aim to achieve net zero emissions by 2050 through comprehensive sustainability initiatives.

46.2%

Emissions Reduction Target

Committed to reducing absolute scope 1 and 2 GHG emissions by a significant 46.2% by 2030, calculated from a 2020 base year.

Inclusion & Diversity

22% Workforce

Women Representation

Reflects the proportion of women in the workforce as of 2022, highlighting gender diversity within the organization.

15.47% Pay Gap

Gender Pay Disparity

Indicates the average percentage difference in pay between men and women, emphasizing the need for pay equity.

18.61% Pay Gap

Gender Pay Disparity

Highlights the gender-based wage gap, underscoring the importance of equitable compensation practices.

Articles

2023 Gender Pay Gap Report

Case Studies

Role

Description

incident triage

incident logging

spare parts

resource scheduling

vendor management

sla compliance

Maintain rapport with our customers by displaying a detailed understanding of their support requirements and understanding of the contracts we have with them
Meet the Service Desk Key Performance Indicators (KPI’s) as set by the Service Centre Manager
Achieve or exceed customer specific Service Level Agreements (SLA’s)
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
Order and arrange spare parts for various IT related incidents or requests via an internal logistics applications process
Ensure that excellent customer service is provided to our customers consistently
Collect data and log incidents, requests and queries into an online customer portal
Attend team training sessions when required
Coordinate, arrange and schedule Engineers or Field Engineering resources to customer sites
Liaise pro-actively with suppliers or partner vendors and escalate where necessary to ensure timely resolutions
Follow up any actions in a timely manner and provide regular customer updates to meet promises made
Maintain high levels of incident ownership throughout the Incident Lifecycle to a satisfactory customer resolution

Requirements

microsoft office

teamwork

call handling

itil

administration

driving licence

Commutable to the Camberley office daily
Computer literate and a confident user of Microsoft programmes; Microsoft Word, Microsoft Teams, Microsoft Outlook, Microsoft Excel
Successful experience of working in a team and working on your own
Call handling / telephone-based customer service / customer assistant experience is welcomed
ITIL Aware (Desirable but not essential)
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.)
Full UK driving license – highly desirable
Understand and proactively operate the “Escalations Procedure”

Benefits

Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme
Company pension scheme
Access to the Flexible Benefits portal
Occupational health support and wellbeing Portal

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

2006

Year Founded

The company was established with decades of experience in mission-critical communications and technology.

Specializes in the design, build, support, and management of the UK’s critical digital infrastructure.
Operates across a wide range of industries including transport, emergency services, network providers, and the public sector.
Services encompass network planning, installation, and maintenance, as well as network construction and management.
Key areas of expertise include: Networks, Safety & Security, Control & Automation, Cyber Security, National Digital Infrastructure.

Culture + Values

We are clear communicators.
We respect differing backgrounds and cultures.
We share learnings and listen to the experiences of others.
We celebrate success.
We are informed about corporate matters.
We take an active role in safety and security culture.
We are proud to maintain safety standards.
We drive development and career progression.
We understand our personal accountability.
We seek out opportunities for teamwork.
We challenge constructively when working towards shared goals.
We maintain a positive and ‘can do’ attitude.
We practise a ‘One Team’ mindset.
We strive for continuous improvement.
We build and maintain trust with customers.
We provide high-quality, dependable, and ever-advancing solutions.
We are commercially aware.

Environment + Sustainability

2050

Net Zero Target

Aim to achieve net zero emissions by 2050 through comprehensive sustainability initiatives.

46.2%

Emissions Reduction Target

Committed to reducing absolute scope 1 and 2 GHG emissions by a significant 46.2% by 2030, calculated from a 2020 base year.

Inclusion & Diversity

22% Workforce

Women Representation

Reflects the proportion of women in the workforce as of 2022, highlighting gender diversity within the organization.

15.47% Pay Gap

Gender Pay Disparity

Indicates the average percentage difference in pay between men and women, emphasizing the need for pay equity.

18.61% Pay Gap

Gender Pay Disparity

Highlights the gender-based wage gap, underscoring the importance of equitable compensation practices.

Articles

2023 Gender Pay Gap Report

Case Studies