Senior Service Desk Analyst

Job Description

Recruiter: Viktoria Pálfi-Vincze

Hiring Manager: Lilla Bor-Losonczi

Career Grade: F

Why this job matters

As a Service Operations Engineer you will play crucial part in maintaining worldwide businesses for our customers by handling technically complex incidents.

What you’ll be doing

• Owning, leading and driving incidents and representing BT during technical conference calls
• Handling technically complex incidents and occasionally service requests received through ticketing tools, emails and calls
• Being responsible for cooperating with internal and external stakeholders and making sure you leave a lasting good impression
• Having the opportunity to learn from senior colleagues from wide array of areas
• Being exposed to a variety of technologies (MPLS, DMVPN, SDWAN, VoIP, GSIP, OCC just to name a few) through supporting complex network and voice solutions
• Being a crucial part of operating and maintaining worldwide businesses for our customers

Soft skills:

• Ability to meet the customers’ needs in line with the business requirements
• Focusing on the objectives and the required outcomes of the processes while delivering a service
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Ability to comprehend and to oversee various aspects of an incident or a situation

Professional skills:

• In-depth understanding of LAN/WAN technologies (CCNA-level knowledge, the certificate is not needed)
• Knowledge of network troubleshooting is required
• 1-2 years of experience in technical support is an advantage
• Familiarity with the following products is an advantage: Cisco, Meraki, Agile Connect (Nokia SDWAN), Inbound Contact Global, One Voice, One Cloud Cisco

Other skills:

• English on a fluent level is a must
• Effective communication

Additional information:

• Having the opportunity to learn from senior colleagues/professional trainers
• Finding out whether you are an early bird or a night owl thanks to the weekly rotating shift pattern (flexible working patterns)
• Shift allowance
• Additional benefits
• Smart working (home + office)

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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.