Service Desk Analyst

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About the role

As a Service Desk Analyst, you’ll be the first point of contact for our managed customers, providing high-quality technical support and service assurance. You’ll take ownership of incidents and service requests from initial contact through diagnosis and resolution—or effective escalation—helping to restore service quickly, meet contractual service levels and keep customers informed every step of the way.

What you will be doing (Role Accountabilities)

• Act as a first point of contact for customer incidents and service requests received through agreed channels, including telephone and email.
• Accurately log, categorise, prioritise and maintain records, capturing the information needed for effective diagnosis, resolution and reporting.
• Apply approved knowledge, tools and troubleshooting methods to diagnose and resolve first-line issues across end-user technology and managed ICT services.
• Own tickets through their lifecycle, provide timely customer updates and ensure clear handovers or escalation to second-line, third-line, field and specialist resolver teams.
• Restore normal service as quickly as possible, working within agreed processes, priorities, KPIs and contractual SLAs.
• Coordinate with internal resolver groups and third-party suppliers, monitoring progress and challenging delays appropriately.
• Recognise service-impacting trends and potential major incidents, escalating promptly and supporting incident communications when required.
• Contribute to service quality through accurate documentation, knowledge article updates, shift handovers and the sharing of learning with colleagues.
• Follow ITIL-aligned incident, request, problem and change processes, alongside BT security, data protection, health and safety, and conduct requirements.
• Take ownership of personal performance and development, completing required learning and building broader technical capability.

Essential Skills/Experience

• Communication - Includes active listening, speaking, reading, writing, and presenting ideas clearly
• Self-Management - Involves emotional intelligence, resilience, time management, and coping with stress
• Problem-Solving & Creativity - Focuses on analyzing challenges, thinking logically, and generating original ideas

Desirable Skills/Experience

• Previous Service Desk experience - Experience working in a 1st-line IT support, helpdesk or customer-facing technical support environment.
• TIL knowledge or certification - Understanding of ITIL principles, particularly Incident Management, Request Fulfilment and escalation processes.
• Microsoft 365 support experience - Familiarity supporting Outlook, Teams, OneDrive, Microsoft Office applications and general Microsoft 365 issues.
• Active Directory / Entra ID experience - Experience with user accounts, password resets, group membership and basic access administration.
• Ticketing system experience - Previous experience using tools such as ServiceNow, including logging, categorizing, updating and managing incidents and service requests.
• Remote troubleshooting experience - Confidence diagnosing problems remotely, particularly Windows, laptops, printers, networking, VPN and peripheral issues.
• Knowledge of SLA and ticket ownership - Understanding the importance of prioritization, SLA targets, keeping tickets updated, taking ownership and escalating appropriately.
• Formal IT qualification - Qualifications or certifications such as CompTIA A+, Microsoft Fundamentals, ITIL Foundation, BTEC/Level 3 IT or similar.

Our package:

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.