Service Desk Analyst

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