Service Desk Advisor

Job Description

Job Title: Service Desk Advisor

Salary: Competitive

Location: Dumbarton

Exciting Opportunity for a Service Desk Advisor.

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why this role matters

You’ll play a vital role in safeguarding and supporting a secure national infrastructure that millions rely on every day. As part of our team, you’ll be at the heart of incident handling and request fulfilment—making sure critical services are delivered on time and to the highest standards.

Collaboration is key. You’ll work closely with internal teams and trusted third-party suppliers, building strong relationships with customers, partners, and senior leaders. Your ability to communicate effectively will help keep everyone aligned and ensure smooth delivery.

This isn’t just about maintaining services—it’s about making them better. By actively contributing to our Continuous Improvement approach, you’ll help shape smarter, more efficient ways of working that strengthen our mission and enhance the experience for those who depend on us.

Join us and make a real impact on a service that matters to the nation.

This job role is based in Dumbarton. Onsite (5 days office based). Monday-Friday 37.5 hours per week.

The successful candidate must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years.

What you’ll be doing:

• Provide timely, effective support by responding to user enquiries and delivering practical solutions.
• Accurately record and track incidents and resolutions to maintain clear documentation and service transparency.
• Manage and prioritise multiple requests in a fast-paced environment, ensuring deadlines and service levels are met.
• Deliver exceptional customer service, building strong, positive relationships with users and stakeholders.
• Stay ahead of the curve by keeping up to date with emerging technologies, tools, and processes that enhance service delivery.

What skills you’ll need:

• Strong troubleshooting and problem-solving skills to resolve technical issues efficiently.
• Excellent communication and interpersonal abilities for clear collaboration across teams.
• Resilience under pressure with the capacity to manage stress effectively.
• Adaptability and eagerness to learn new technologies quickly.
• Proficiency with Microsoft applications across multiple operating systems.
• Collaborative teamwork mindset to partner with internal teams and external suppliers for comprehensive support.

Benefits:

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, 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
• 22 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes

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.