Official Specifications
Role Overview & Mandate
Executive Summary
Secure Service Desk Analyst Job Req ID: 15722...
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Secure Service Desk Analyst
Job Req ID: 15722
Posting Date: 21 Jun 2023
Function: Service
Location:
Hatfield Business Park, Hatfield, United Kingdom
Salary: £30,000
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.
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 in a customer facing operational role, working in a complex 1st line Service Desk environment
- Extensive technical knowledge on current technologies.
- Fantastic stakeholder management and relationship skills- with both customers and colleagues
- Strong operational experience to ensure key strategic initiatives are successfully implemented, such as CI and colleague engagement.
- Excellent Network IT Environment Experience.
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:
- Competitive salary
- 22 days’ annual leave (not including bank holidays
- World-class training and development opportunities
- Discounted employee broadband, mobile and TV packages
- Share option and pension scheme programmes
- Flexible benefits to fit around you
BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. As Philip Jansen, our CEO, says ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
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