Slough Jobs GTS
Job Title

Service Desk / Call Centre Analyst 5255

Job Ref No



Up to £24,500

Start Date



Call Logger, First Line Support




Slough, Berkshire

GTS’s Slough Jobs

GTS’s Slough Jobs: Call Logger/ Service Desk Analyst/ First Line support/ Call Centre Analyst.

An exciting opportunity has arisen for a Call Logger/ Service Desk Analyst/ First Line Support / Call Centre Analyst to join well established blue chip organisation. This is based at their prestigious offices in Colnbrook.

Weekly 37.5hrs. This is either 08:00 to 16:30 or 09:00 to 17:30.

Hybrid with 50% compulsory office time.

This role will have shift work and some out-of-hours work. There will be a payment of £170 per week for OOH work.

As a Call Logger/ Service Desk Analyst/ First Line Support/ Call Centre Analyst you will
be responsible for receiving and logging all first-line technical queries and requests on the service management. This will be from internal, external, direct and indirect customers.

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Key responsibilities and tasks:

Firstly, provide support and resolve issues over the phone.
Also, escalate any unresolvable issues to the appropriate second-line support.
Diagnose and log incident tickets on the incident management system and escalate them to the appropriate resolver group.
Observe and adhere to the set service levels agreed.
Monitor call status and chase or escalate any outside of SLA for resolution.
Ensure all customer problems are solved in the shortest timescale.
Also, handle complex issues and objections.
Deliver a consistent call flow giving the customer confidence in the information provided.
Also, manage customers’ expectations.
Keep internal and external customer’s regularly informed on the progress of the investigation to manage customer and network expectations.
Handle customers’ objections in a professional manner.
Take first-line calls of ESS user’s into the Helpdesk.
Also, capture all data in a methodical manner and validate the information provided.
Ensure system checks are made and the customer is advised accordingly of any restrictions or additional information requirements.
Ensure and promote the correct use of the ESS tools to resolve any challenges or issues.
Make sure that the investigation and resolution of problems are managed in a timely manner and escalated where required to backline function.
Ensure that incidents and problems get fully documented.
Accurately record all work undertaken.
Finally, provide Out of Hours support, including Bank Holidays on a rota basis, approx 1 week in 7.


Firstly, must be able to demonstrate good communication skills and have the ability to communicate at all levels with technical and non-technical staff.
Also, have proven Customer Service skills and experience of dealing with and resolving difficult customer issues.
Finally, must be able to work well as part of a small team. Have the ability to work independently with minimum supervision and direction.

So if you are a Service Desk/ Call Logger/ First Line Support Analyst looking for Slough Jobs please apply now!

GTS often has new Slough jobs, both full-time and contract. So, why not stay up to date with our new jobs and register with GTS today?

Also, find out more about the skills you need for an IT support career. Take a look at our blog on IT Support paths.

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