About

• Why This Job Matters: Do you thrive on delivering exceptional customer experiences? Are you passionate about ensuring businesses stay connected and succeed?

• This role is at the heart of providing a best-in-class customer service experience to all our customers. As a vital contributor to our market-leading proposition, you’ll play a key role in ensuring the satisfaction of our communication providers and delivering against critical performance measures.

• Your work will keep our customers’ passion for their business alive, as you proactively monitor their IT infrastructure and provide timely first-line fixes to their staff. This isn’t just a job; it’s an opportunity to make a meaningful impact on our customers' success every single day.

What You’ll be Doing

• You will be accountable for ensuring all ticket ingress is picked up and worked  and delivering a fully managed solution through proactive monitoring of the customer estate. 

• You’ll be responsible for ensuring calls are answered within a timely manner to allow us to drive SLA performance. 

• You’ll be accountable for ensuring high priority incidents are picked up and handed over to our Major Incident Management team to reduce our customers degradation or outage time. 

• Ensure that reported faults and Service and requests are responded to in line with SLAs and all Company Policies and Procedures 

• Provide an effective, professional response and solution(s) to reported Incidents/Requests and restore normal service efficiently

• Take good care of all Company supplied tools and equipment 

• Proactive 3rd party management and quick response to associated escalations 

Skills We Require Of You

• Good interpersonal skills, polite telephone manner, effective communicator at all levels
• Understanding of the workings of a Service Desk and ITIL aligned processes
• Effective listening skills and excellent attention to detail, in respect of dealing with 1st line user queries, requests and faults.
• Active Directory account administration and Exchange and O365 account administration.
• MS Products – Teams, SharePoint, Streams and Windows Server folder administration. SCCM deployment.
• Ability to work to deadlines and work as part of a team, able to prioritise own workload and often be self-reliant
• Work well under pressure, good time manager, good team worker, ability to multi-task.
• Remain professional, tenacious and persevering in all situations
• Knowledge and appreciation for customer environment and challenges would be advantageous

What we'd like to see on your CV

• Experience of working on a 1st line service desk or service request analyst.
• Experience of working in a customer focused environment.
• Essential communication skills, maintaining relationships, standards of quality of work, personal presentation and personal conduct 
• Use of Microsoft Applications such as Office 365, Exchange, Teams, Skpye etc.
• Experience in Microsoft Server Administration, including Active Directory, SCCM.
• Relevant certifications such as CCNA, ICND1/2, Network+, CompTIA

Your Benefits

• Competitive Salary
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages and access to 100’s of retail discounts including the BT shop

• Flexible Working – BT have moved to a hybrid working – you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a week.

• Part time and job-share considered