Service Desk Analyst

Job Description

Recruiter: Viktoria Palfi-Vincze

Hiring Manager: Henrique Machado

Career Grade: F

Why BT?

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.

With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.
If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

Why this job matters?

This is a role within our service desk teams, working with clients offering technical support. You'll be our primary face to these customers on a day-to-day basis, so clear communication, customer service skills, and network fundamentals are a must!

What you’ll be doing

• Handling queries from internal and external customers.
• Owning, driving, communicating, updating, and proactively representing BT in all domains of activities.
• Address problems that need to be solved, the decisions that need to be made, and the risks that need to be mitigated.
• Manage supplier activities (e.g., driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).
• Troubleshooting - Applies problem-solving methods to repair failed products or processes.
• Provide process improvement input wherever possible.
• Maintains documents that explain the use, functionality, creation, or architecture of a product.
• May do proactive jeopardy management.

The skills you need

• Ability to meet the customers’ needs in line with the business requirements is a must.
• Gathers information, analyses different scenarios, assesses alternative resolutions, and reaches a decision.
• Working with a cooperative and positive attitude in group settings to achieve common goals.
• Ability to work independently and as part of a team in a fast-paced environment.
• The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience.
• Ability to comprehend and systematically organize the various aspects of a problem or situation.
• Great stress management skills.

Preferred Skills:
• Experience using service desk software and ticketing systems.
• Knowledge of network fundamentals/CCNA is not mandatory, but it is an advantage.

Language skills:
• English on a fluent level is a must

Additional Allowances & Benefits
• Bonus
• Health Insurance
• Cafeteria
• Smart working allowance

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.