IT Service Desk Analyst

Join Our Diverse Technology Teams at Telent - Empowering Innovation for All

At Telent, our Technology Teams are driven, passionate, and collaborative, playing a pivotal role in bringing the digital revolution to homes, businesses, and infrastructure across the country. We believe in innovation, diversity, and providing meaningful opportunities to everyone, regardless of gender, age, or background.

When you join us, you'll help develop and enhance networks and systems that impact millions, contributing to keeping the nation's critical infrastructure connected and protected 24/7. While the work is challenging, the rewards are immense - and your contribution will truly make a difference!

We're hiring an IT Service Desk Analyst to join our dynamic Network Services team based out of our Bootle, Liverpool office. This is predominantly an office based role, with an opportunity of 1 day WFH later down the line.

This is an office-based role (Monday to Friday, 8:00 AM to 5:00 PM), and you'll be part of an inclusive, supportive team committed to helping each other grow and succeed.

What You'll Do:

• Manage and resolve a range of IT incidents and requests, providing both technical and non-technical support.
• Collaborate with suppliers and partners, escalating issues where needed to ensure timely resolution in line with customer-specific SLAs.
• Foster strong relationships with customers by understanding their needs and consistently delivering excellent service.
• Be the first point of contact for IT issues, resolving incidents and fulfilling requests across multiple platforms.
• Maintain clear communication with customers, ensuring timely follow-ups and regular updates.
• Attend training sessions, take on new challenges, and grow your skills alongside our dedicated team.

Who You Are:

We're looking for a customer-focused, solution-driven IT Service Desk Analyst (or someone with similar experience) who thrives in a fast-paced environment. Whether you're experienced in troubleshooting and fixing IT requests or just have a passion for IT and a willingness to learn, you'll be right at home in our team.

You're someone who:

• Has experience working in customer service or IT support environments.
• Enjoys problem-solving and providing solutions through IT troubleshooting.
• Is computer literate and confident using tools like Microsoft Teams, Outlook, Word, and Excel.
• Can work toward targets and KPIs, and is keen to learn and grow with us.

If you're passionate about IT and committed to learning, we'd love to support you in your development.

Key Requirements:

• Experience working in a customer-facing service environment (e.g., service desk, public sector, customer service).
• Confidence in call handling and troubleshooting IT issues.
• A strong interest in IT, particularly troubleshooting hardware/software, setting up applications, and supporting operational tasks.
• A proactive attitude toward meeting KPIs and ensuring excellent customer service.
• ITIL awareness is desirable but not essential.

What We Offer:

At Telent, we believe that great careers are built on opportunities for growth, development, and learning. We're committed to creating a workplace where everyone feels included, valued, and empowered to be their authentic selves.

We offer:

• A comprehensive benefits package, including 26 days of annual leave (plus public holidays) and the option to buy or sell days.
• Access to our FlexBens portal, offering a range of flexible benefits.
• A supportive company pension scheme and family-friendly policies.
• Occupational health and wellbeing support.
• Discounts on cinemas, restaurants, and shopping through our Telent Reward Scheme.

Your Growth Matters: We are committed to fostering an inclusive culture where everyone can thrive. Our team members come from a range of experiences, backgrounds, and perspectives, and we want you to bring your unique voice to our community. Whether you're just starting your career or looking to take the next step, we support you in reaching your full potential.

We're excited to meet people from all walks of life and backgrounds. At Telent, diversity is at the heart of everything we do, and we celebrate the unique experiences that each individual brings to the table.

If you're ready to make an impact and be part of a team that values you for who you are, apply now!