Field Mobile Professional

Why this job matters

Based on the DCP Customer site (c. 48 People) this role is key to the delivery of the DCP contract. Our Field Mobile team ensures that critical blue light Field Mobile services are delivered to our end users. The team works closely with the customer and the on-site Service Desk to resolve incidents and maintain services, requiring a high level of communication, organisational and problem-solving skills.

In the role of Field Mobile Professional, your main responsibilities will be to manage the Incident and work request queues, maintaining contractual SLA. Creation and regular review of new and existing Knowledge Based Articles (KBA’s) is also a key function of this role.

You will also be responsible for the Joiners, Movers and Leaver process (JML) and fulfilling Equipment Requests. For joiners, this role entails configuring back-end systems, programming and issuing Mobile phones and SIM Cards and updating relevant CMDB systems within SLA for new intakes. Your responsibilities for a leaver, will be to check if a leaver has been issued a Mobile Phone and if so, complete relevant tasks for the leaver request ticket including taking all reasonable steps to recover the equipment and completing necessary processes to mark items lost as required.

The above tasks will require you to be proficient in the use of KME (Knox Mobile Enrolment), Vendor specific platforms (EE, O2 and Vodafone) and a working knowledge of MS Intune, MS Azure. With accessory requests, you will be responsible for identifying, and issuing consumable items to users.

In addition to the above, you will also be expected to assist with other Field Mobile related administration tasks, including monthly reporting, stock management, regular contractual audit tasks and evaluation of new Mobile Phone Handsets and Mobile Tablets.

What you’ll be doing

1. Actioning the Joiners, Movers, Leavers (JML) process, inclusive of re-occuring Student Officer intake (bulk provisioning)
2. Actioning equipment requests
3. Managing Incident and requests
4. Managing stock
5. Delivering an effective and innovative service that is ISO2Ok compliant which meets BT’s contractual obligations and the needs of the customer

What we'd like to see on your CV

1. Competent in the use of Android based Mobile Phones, being able to assist users in their basic operation
2. Proficient in the use of KME (Knox Mobile Enrolment)
3. Competent in the use MS Intune and MS Azure platforms
4. Competent in the use of Vendor specific back-end systems
5. Strong ability to create technical documentation in the form of Knowledge based articles

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:
• 10% on target annual bonus 
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• 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 package
• 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.