Technical Support Analyst - Part time/Full time

Why this job matters

This role is critical to our business with service desk being one of the most common customer interactions. We have to deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in technical resolution of issues at the first point of contact.

This role is based in Sheffield.  Hybrid (3 days office based & 2 days remote) Mon-Fri 9am-5pm. Must be UK resident for 5+ years in order to obtain SC NVPP3 clearance before commencing the role.

What you'll be doing

• Highly professional customer service interactions
• Create and maintain knowledge management
• Close the loop with escalations and complaints
• Complete up to 2nd line diagnostics including but not exclusive to router diagnostics
• Provide SME function for customers and customer solutions

Essential Skills

• Experience of working within a fast-paced Service Operations team.
• Experience in analysis of incident and fault journeys
• Ability to demonstrate customer and service obsession, where you and your team put resolving customer issues at the heart of everything you and your team do
• Strong Continuous Improvement ethos, with experience of leading a team who’s core DNA is underpinned by CI
• Extensive knowledge of the Service Operations team and have the ability to articulate this to varying audience levels within the business.

What we'd like to see on your CV

• Good Knowledge of IT technologies – Mandatory
• Experience of service management IT tools – Mandatory
• ITIL4 Foundation – Preferred
• Ability to obtain / retain security clearances relevant to the role and position

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.

• Competitive salary
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 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
• 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.

#LI-Hybrid