Service Operations Analyst

Job Title: Service Operations Analyst

Location: London

Due to the sensitive nature of this role you will be required to have DV (Developed Vetting) level Security Clearance (https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels). An allowance of £5k per annum will be payable monthly while you hold this DV and continue to work in a role that requires that level of security clearance. The terms of this allowance will be made available if you are successful in being recruited into this role.

Security isn’t always the first thing that comes to mind when you think of BT, but when it comes to keeping everyone safely connected, We Are The Protectors. We deal with thousands of cyber-attacks every day, so that millions of people can safely go about their daily lives and run their businesses.   We deliver vital work at scale, with real breadth and impact. We connect for good.

You'll be joining a specialist security team that is a trusted partner to governments worldwide, protecting critical national infrastructure and committed to the safety and security of our nation and global communities. Our mission focused work is innovative, inspiring and technologically challenging in a way that makes every day different and stimulating. We provide the opportunity to work on rare projects, with exciting tools and brilliant people. Everyone has access to unparalleled professional and personal development opportunities and your contribution is always valued.

Why this job matters:

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

What you’ll do: 

• Be responsible for 1st line service operation support using provided toolsets to undertake analysis, diagnostics and resolution of requests and incidents. Proactively monitor queues and contact customer to provide updates.
• Be Responsible for the timely and effective logging and tracking of customer and staff enquiries using the GSS Service Management System adhering to OLAs and SLAs.
• Work with Account Management, Other Internal and External operational teams driving the management of queues working with the individuals and the management team interfacing with the customers.
• Carry out data integrity management of bespoke database systems to ensure data is accurate and up-to-date adhering to local practices and policies.
• Conduct 1st line triaging using appropriate tools to assist 2nd Line teams so as to deliver a solution to the customer effectively and efficiently.
• Ensure local procedures are updated to reflect the changes using suitable knowledge management systems and communicated to the wider business with supporting documentation or training where required.
• Responsible for engaging with customers, suppliers and peers to capture initial requests and ensure they are kept informed using appropriate communication tools.
• Sharing of knowledge using appropriate techniques to support and set direction for colleagues and peers within the immediate and wider teams.

What you'll bring:

• Service Desk Analyst Experience
• Fault Incident Experience
• CSS, COSMOSS, CAMSS Experience
• Agent Desktop Experience
• WOOSH, KBD (Desirable)
• Knowledge of BT Products both traditional and new IP Products
• Experience with a ticketing helpdesk system such as JIRA.

Diversity and Inclusion:

Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and encourage applications from all sections of the community. Our ambition focuses on recruiting and retaining people who are under-represented in our workforce. Including those from ethnic minority groups, disabled and neurodiverse people and women. However, diversity does not end there and anyone with different backgrounds, gender identities, sexual orientations, ethnicities, ages or stages of life, disabilities and those from low socio-economic backgrounds are welcomed and encouraged to apply. Find out more about BT’s D&I manifesto by searching on our website.

What's in it for you:

• Discounted BT Broadband, TV & mobile packages and BT products
• On target Bonus
• 10% pension contribution
• Professional development and paid for industry certifications/qualifications
• Flexible benefits/rewards including dental insurance, healthcare, gym memberships etc.
• Well-being support for you and your family
• 3 days paid volunteering a year
• Flexible and smart working (subject to business needs)

Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and criteria. So, if you're excited about this role but your past-experience doesn't align perfectly with every requirement, don’t worry – we’d still love you to apply!