Service Desk Analyst

Why this job matters

As a Service Desk Analyst, you'll be the first point of contact for our customers; you’ll be the voice and face of BT — making every interaction count. Your work ensures seamless communication, timely support, and a positive customer experience that directly impacts their business success. It’s more than a support role; it’s a gateway to a career in IT, offering exposure to new technologies, diverse users, and the wider BT business. 

Please note this role requires SC (Security Clearance) / NPPV 3 which will require a minimum of 5 years working history in the UK to be eligible. 

What you'll be doing

• Managing all incoming tickets and calls, ensuring timely responses, SLA adherence, and swift resolution or escalation of incidents and service requests.

• Proactively monitoring customer IT estates to detect and address issues before they impact service, including high-priority incident handovers to the Major Incident Management team.

• Providing professional, effective first-line support with a strong focus on restoring service quickly and delivering world-class customer experiences.

• Collaborating with 3rd party suppliers and internal resolver teams to ensure prompt action and optimal performance across all touchpoints.

• Taking ownership of your development, tools, and performance—consistently meeting personal KPIs while contributing to a culture of continuous improvement.

Key skills

• Strong interpersonal skills with a polite telephone manner and the ability to communicate effectively at all levels.

• Solid understanding of Service Desk operations and ITIL-aligned processes, with the ability to prioritise tasks and meet deadlines under pressure.

• Proven experience with Active Directory, Exchange, O365, and administration of Microsoft products such as Teams, SharePoint, and Windows Server.

• Excellent listening skills and attention to detail when handling 1st line queries, requests, and faults.

• A proactive team player with a professional and resilient attitude, capable of working independently and managing multiple tasks simultaneously.

What we'd like to see on your CV

• Experience of working on a 1st line service desk or service request analyst, as well as 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, Skype etc.
• Experience in Microsoft Server Administration, including Active Directory, SCCM (preferred).

Benefits

•    Competitive salary
•    BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•    On-call allowance (Depending on role requirements)
•    22 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
•    From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
•    Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
•    24/7 private virtual GP appointments for UK colleagues
•    2 weeks paid carer’s leave
•    World-class training and development opportunities
•    Option to join BT Shares Saving schemes.
•    Discounted broadband, mobile and TV packages
•    Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.