Secure Service Desk Analyst

Job Description

Why this job matters

This role is critical to our business with service desk being one of the most common customer interactions. We must 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.

You will be required to work onsite 3 days a week in Hatfield, with 2 days working from home. You must be willing to undergo Government Security Clearance to SC level (must be a resident of the UK for 5 years)

For more information on BT Business then please visit the following link: UK & Global Business Broadband & Connectivity Solutions | BT Business

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
• Perform technical diagnostics and resolve incidents at first point of contact where possible
• Train members of the team on new products/services
• Lead role on products/services, providing high level of technical expertise to customers both internal/external
• Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager

Skills and Experience

• Excellent communication skills – Verbal/Written
• Excellent customer service skills
• Capability to achieve Cisco accreditations - Preferred but not essential
• Ability to resolve issues in a timely fashion
• Proactively manage customer interactions and escalate as appropriate
• Own and resolve of complex customer issues with little management support
• ISO27001 Awareness
• Proficient IT Literacy - Good Knowledge of IT technologies
• Managing complex technical customer issues
• Experience of service management IT tools
• ITIL4 Foundation – Preferred
• Network knowledge and understanding - Desired
• Jeopardy Management - Desired
• Strong Problem Solving and Analytical skills

Benefits of joining BT

• 22 days annual leave (plus bank holidays)
• Generous pension scheme
• BT Share Plan
• Discounted BT products including TV, Broadband and Mobile
• Flexible working arrangements
• World-class training and development opportunities