Service Desk Analyst Location: Camberley office, Riverside Way, Surrey (Office based) Job type: Full time, Permanent Telent are looking for a Service Desk Analyst (Customer Service Desk Agent) to be a part of our growing IT Service Centre team in Camberley! Due to an increase of work and high demand of our Managed Services capabilities, we are in a great place to grow our team in ensuring that we maintain successful delivery of our support services. Our Technology Teams at Telent are committed and enterprising. You have to be when you are bringing the digital revolution to homes, infrastructure, and businesses across the country. Be prepared to jump right in when you join - to innovate and develop networks and systems for millions. The work is complex, but the reward is great - our work makes an impact! Help build and keep the nation's critical infrastructure connected and protected 24/7. Service Desk Analyst - What you'll do: Acting as the 1st point of contract for new incidents, requests, and queries raised by Telent customers over a wide range of platforms via the telephone, email, B2B and customer portals Responsible for ensuring that excellent customer service is provided consistently Following up actions in a timely manner Providing regular customer updates and meeting promises made Be available to work a 4 on / 4 off shift pattern (24/7 rotating shift pattern) Attend training sessions Ordering of spare parts via an internal logistics application process Booking Field Engineers / field engineering resources to customer sites Maintaining the rapport with customers by displaying a detailed understanding of their support requirements and maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution Liaise pro-actively with suppliers/partner vendors and escalate where necessary to ensure timely call resolution in order to achieve customer specific SLA's Understand and proactively operate the "Escalations Procedure" Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Centre Manager/Incident Manager Schedule / Dispatch an appropriate Telent Engineers to resolve any issues or failures that our customer has, taking into account the SLA's and skill sets of the engineers Service Desk Analyst - Who you are: The Service Desk Analyst (Customer Service Desk Agent) will have a natural passion for "Customer Service" and handling customer related calls / queries / problems / issues / requests - this role is a customer support focused role, that requires you to act as the first point of call for any failures, issues, faults or IT related incidents that are called in. A background in "retail" or "customer service" will be of great value for this role, although, at-the-desk training will also be provided to enhance your skills set. If you have the desire to kick-start a new career, this could be the right role for you. Service Desk Analyst - Key requirements: Retail or Customer Service experience in a demanding environment is ideal (service desk, helpdesk, retail, public sector) Computer literate and a confident user Microsoft Word, Microsoft Tools, Microsoft Outlook, Microsoft Excel Telephone based customer service / customer assistance experience Successful experience of working in a team ITIL Aware (Desirable) Telephone based customer service / customer assistance experience is a huge advantage Telent - What we offer: A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver. We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work. The additional benefits with this role: Competitive starting salary + uncapped overtime options 34 days holiday / shift leave allowance, plus the option to buy or sell five days each year Company matched pension scheme A range of family friendly policies Occupational health support and well-being Portal Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme Career progression opportunities within the business - sideways and upwards! About Telent: 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 3,000 brilliant, dedicated people committed to getting the job done well. Brilliance brought together. We are guided by our values and behaviours: Be Inclusive Take Responsibility Collaborate Be Customer-focused
May 15, 2024
Full time
Service Desk Analyst Location: Camberley office, Riverside Way, Surrey (Office based) Job type: Full time, Permanent Telent are looking for a Service Desk Analyst (Customer Service Desk Agent) to be a part of our growing IT Service Centre team in Camberley! Due to an increase of work and high demand of our Managed Services capabilities, we are in a great place to grow our team in ensuring that we maintain successful delivery of our support services. Our Technology Teams at Telent are committed and enterprising. You have to be when you are bringing the digital revolution to homes, infrastructure, and businesses across the country. Be prepared to jump right in when you join - to innovate and develop networks and systems for millions. The work is complex, but the reward is great - our work makes an impact! Help build and keep the nation's critical infrastructure connected and protected 24/7. Service Desk Analyst - What you'll do: Acting as the 1st point of contract for new incidents, requests, and queries raised by Telent customers over a wide range of platforms via the telephone, email, B2B and customer portals Responsible for ensuring that excellent customer service is provided consistently Following up actions in a timely manner Providing regular customer updates and meeting promises made Be available to work a 4 on / 4 off shift pattern (24/7 rotating shift pattern) Attend training sessions Ordering of spare parts via an internal logistics application process Booking Field Engineers / field engineering resources to customer sites Maintaining the rapport with customers by displaying a detailed understanding of their support requirements and maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution Liaise pro-actively with suppliers/partner vendors and escalate where necessary to ensure timely call resolution in order to achieve customer specific SLA's Understand and proactively operate the "Escalations Procedure" Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Centre Manager/Incident Manager Schedule / Dispatch an appropriate Telent Engineers to resolve any issues or failures that our customer has, taking into account the SLA's and skill sets of the engineers Service Desk Analyst - Who you are: The Service Desk Analyst (Customer Service Desk Agent) will have a natural passion for "Customer Service" and handling customer related calls / queries / problems / issues / requests - this role is a customer support focused role, that requires you to act as the first point of call for any failures, issues, faults or IT related incidents that are called in. A background in "retail" or "customer service" will be of great value for this role, although, at-the-desk training will also be provided to enhance your skills set. If you have the desire to kick-start a new career, this could be the right role for you. Service Desk Analyst - Key requirements: Retail or Customer Service experience in a demanding environment is ideal (service desk, helpdesk, retail, public sector) Computer literate and a confident user Microsoft Word, Microsoft Tools, Microsoft Outlook, Microsoft Excel Telephone based customer service / customer assistance experience Successful experience of working in a team ITIL Aware (Desirable) Telephone based customer service / customer assistance experience is a huge advantage Telent - What we offer: A career at Telent can span sectors, roles, technologies, and customers giving you the opportunity to develop, learn new skills and make an impact. We are growing and we rely on our committed Team to deliver. We nurture the talent that makes this happen, by our on-going commitment to creating an inclusive culture that respects and values difference, that celebrates diverse ideas. We want everyone to feel they can be themselves and to thrive at work. The additional benefits with this role: Competitive starting salary + uncapped overtime options 34 days holiday / shift leave allowance, plus the option to buy or sell five days each year Company matched pension scheme A range of family friendly policies Occupational health support and well-being Portal Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme Career progression opportunities within the business - sideways and upwards! About Telent: 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 3,000 brilliant, dedicated people committed to getting the job done well. Brilliance brought together. We are guided by our values and behaviours: Be Inclusive Take Responsibility Collaborate Be Customer-focused
Customer ServiceHelpdesk Representative- Based at our office in Dalgety Bay, Scotland.We're looking for exceptional Helpdesk Agents to join our Service Desk. This role consists of providing advice, guidance, and incident management to our customers who use our hardware and services to accept payments in store. You'll be joining a dynamic team to provide end-to-end support, enabling businesses to offer payments in-store. The work environment is enjoyable, friendly, and supportive, and full training is provided if your application is successful.Immediate start available. This role is purely office based within our Dalgety Bay contact centre. Easy car commute with secure car parking. Easily accessible via public transport being minutes away from the Dalgety Bay Train Station and Bus Stops. Situated in a growing business park with a small retail park including fast food and supermarkets within walking distance.Office compliant to government COVID guidelines and PPE available for all staff.We work an 8 hour, 6-shift pattern between 8am and 8pm, Monday to Friday which includes 2 weekends every 6 weeks with weekdays off to compensateYour day-to-day responsibilities include:You are the first point of contact for our customers, you will handle incidents and requests via telephoneYou ensure that all interactions with our customers are logged accurately within our ticketing tool and that our processes are adhered to, to provide the best experience possible for our customersYou triage and solve problems, using appropriate support tools and knowledge articlesYou ensure a prompt resolution to incidents raised by our customers and where resolution is not possible, assignment to Level 2 Support will be undertakenYou manage a workload of incidents and requests raised by our customers and you own these until resolution, ensuring that Service Level Agreements (SLA's) are met for our clientsSkills we can't do without:You hold any previous experience of working in a customer-focused environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure industriesYou are comfortable using a PCYou possess strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing with parties at various levels of businessYou can work in a fast-paced environment and effectively as part of a teamYou pay attention to detail to ensure that our customers receive the best service possibleMore reasons to join us:In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.What's more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.Our success comes from strong skills, new insights, diverse points of view and the energy of all Worldliners. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, status as an individual with a disability, or other applicable legally protected characteristics.Apply Now
Dec 09, 2021
Full time
Customer ServiceHelpdesk Representative- Based at our office in Dalgety Bay, Scotland.We're looking for exceptional Helpdesk Agents to join our Service Desk. This role consists of providing advice, guidance, and incident management to our customers who use our hardware and services to accept payments in store. You'll be joining a dynamic team to provide end-to-end support, enabling businesses to offer payments in-store. The work environment is enjoyable, friendly, and supportive, and full training is provided if your application is successful.Immediate start available. This role is purely office based within our Dalgety Bay contact centre. Easy car commute with secure car parking. Easily accessible via public transport being minutes away from the Dalgety Bay Train Station and Bus Stops. Situated in a growing business park with a small retail park including fast food and supermarkets within walking distance.Office compliant to government COVID guidelines and PPE available for all staff.We work an 8 hour, 6-shift pattern between 8am and 8pm, Monday to Friday which includes 2 weekends every 6 weeks with weekdays off to compensateYour day-to-day responsibilities include:You are the first point of contact for our customers, you will handle incidents and requests via telephoneYou ensure that all interactions with our customers are logged accurately within our ticketing tool and that our processes are adhered to, to provide the best experience possible for our customersYou triage and solve problems, using appropriate support tools and knowledge articlesYou ensure a prompt resolution to incidents raised by our customers and where resolution is not possible, assignment to Level 2 Support will be undertakenYou manage a workload of incidents and requests raised by our customers and you own these until resolution, ensuring that Service Level Agreements (SLA's) are met for our clientsSkills we can't do without:You hold any previous experience of working in a customer-focused environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure industriesYou are comfortable using a PCYou possess strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing with parties at various levels of businessYou can work in a fast-paced environment and effectively as part of a teamYou pay attention to detail to ensure that our customers receive the best service possibleMore reasons to join us:In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.What's more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.Our success comes from strong skills, new insights, diverse points of view and the energy of all Worldliners. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, status as an individual with a disability, or other applicable legally protected characteristics.Apply Now
As a market leader in the cruise industry, Carnival operate spectacular ships all over the world. Develop your future with a world-leading cruise company that includes the prestigious P&O Cruises and Cunard Line brands. We are recruiting for a number of vacancies in our Contact Centre and have opportunities for you to join us as a Personal Cruise Advisor or Partnership Helpdesk Advisor. In these vital roles you will have the opportunity to be part of a fantastic team and help create unforgettable holiday happiness for all of our guests and be an advocate for our brands, ensuring that we are easy for our Travel Agent partners to do business with. We have big plans for the future and with new ships on the horizon, there has never been a more exciting time to join us. The Role(s) In the Personal Cruise Advisor role, you will spend most of your time talking to our guests, providing an extraordinary level of customer service, promoting our brands and helping people to book their perfect cruise, as well as those little extras to make the holiday really special. If successful in the Partnership Helpdesk Advisor role you would be focused on providing expert sales and system support to Travel Agents when all self-service options have been exhausted, resolving a range of product, process and sales queries at the first point of contact and building great relationships with our partners. If you love talking about holidays and have a flair for sales and customer service then either of these roles could be the one for you. About You We are looking for people who want to become a cruise expert and develop their career in this field, are passionate about travel, get a buzz from selling and love to help their customers with all kinds of enquiries. You'll need to work closely with your colleagues and build relationships to help you solve problems and be really comfortable with technology and working in an exciting fast paced environment. This role is a full time, permanent position, you may be required to work every other Saturday, but don't worry - you'll also have a day off in the week. You'll be based part time in our beautiful, welcoming office in the heart of Southampton (and you'll get plenty of discounts with local businesses!) which is conveniently located close to transport links to Winchester, Portsmouth and Bournemouth. You will be working from home on the days you are not in the office, which offers great flexibility. You are sure to be working with a great team of likeminded individuals, who share a desire to support and deliver exceptional customer service to our Guests. We'll pay you a competitive salary and you'll be eligible for HUGE discounts on our holidays so that you can experience the inspirational brands you'll be selling and talking about every day. You can access the full job description the Personal Cruise Advisor and for the Partnership Helpdesk Advisor by clicking apply below.
Sep 13, 2021
Full time
As a market leader in the cruise industry, Carnival operate spectacular ships all over the world. Develop your future with a world-leading cruise company that includes the prestigious P&O Cruises and Cunard Line brands. We are recruiting for a number of vacancies in our Contact Centre and have opportunities for you to join us as a Personal Cruise Advisor or Partnership Helpdesk Advisor. In these vital roles you will have the opportunity to be part of a fantastic team and help create unforgettable holiday happiness for all of our guests and be an advocate for our brands, ensuring that we are easy for our Travel Agent partners to do business with. We have big plans for the future and with new ships on the horizon, there has never been a more exciting time to join us. The Role(s) In the Personal Cruise Advisor role, you will spend most of your time talking to our guests, providing an extraordinary level of customer service, promoting our brands and helping people to book their perfect cruise, as well as those little extras to make the holiday really special. If successful in the Partnership Helpdesk Advisor role you would be focused on providing expert sales and system support to Travel Agents when all self-service options have been exhausted, resolving a range of product, process and sales queries at the first point of contact and building great relationships with our partners. If you love talking about holidays and have a flair for sales and customer service then either of these roles could be the one for you. About You We are looking for people who want to become a cruise expert and develop their career in this field, are passionate about travel, get a buzz from selling and love to help their customers with all kinds of enquiries. You'll need to work closely with your colleagues and build relationships to help you solve problems and be really comfortable with technology and working in an exciting fast paced environment. This role is a full time, permanent position, you may be required to work every other Saturday, but don't worry - you'll also have a day off in the week. You'll be based part time in our beautiful, welcoming office in the heart of Southampton (and you'll get plenty of discounts with local businesses!) which is conveniently located close to transport links to Winchester, Portsmouth and Bournemouth. You will be working from home on the days you are not in the office, which offers great flexibility. You are sure to be working with a great team of likeminded individuals, who share a desire to support and deliver exceptional customer service to our Guests. We'll pay you a competitive salary and you'll be eligible for HUGE discounts on our holidays so that you can experience the inspirational brands you'll be selling and talking about every day. You can access the full job description the Personal Cruise Advisor and for the Partnership Helpdesk Advisor by clicking apply below.