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Service Desk Analyst

Job Req ID:  46607
Posting Date:  21 May 2025
Function:  Business Services & Operations
Unit:  Business
Location: 

Cardross, Dumbarton, United Kingdom

Salary:  £30,610 + Benefits

Job Req ID:

Posting Date:

Function:  

Location: 

Salary:

Why this role matters

As our Service Desk Analyst, will be responsible for incident handling and request fulfilment on a secure national infrastructure. You will work collaboratively with internal teams and third party suppliers to ensure services are delivered within agreed time scales. Additionally, you'll utilise excellent communication skills help build and maintain strong relationships with customer, suppliers and senior management. Our delivery is enhanced through business improvement using the Continuous Improvement methodology, and active participation is crucial to this role.

 

Please note - SC clearance must be obtainable for this role. This means you must have lived in UK for 5 years+ in order to attain this.

 

This role will also require you to work 8am-6pm, Monday-Friday.

What you'll be doing?

1. Responding to user enquiries and provide timely solutions
2. Documenting incidents and resolutions accurately
3. Prioritising and manage multiple service requests
4. Maintaining a high level of customer service and build strong relationships with users
5. Staying updated with new technologies and processes
 

What we'd like to see on your CV

1. Proficiency with ITSM tools and software
2. Good knowledge of troubleshooting Microsoft applications across multiple operating systems
3. Ability to work under pressure and manage stress
4. Good problem-solving abilities
5. Excellent communication and interpersonal skills

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
 
Benefits of working for BT include:
•    22 days annual leave (plus bank holidays)
•    Generous pension scheme
•    BT Share Plan
•    Discounted BT products including TV, Broadband and Mobile
•    Flexible working arrangements

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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