Service Desk Engineer

Job Description

Job Title: Service Desk Engineer

Job Type: Permanent

Location: Belfast

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.

Exciting Opportunity for a Service Desk Engineer.

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:

As a Service Desk Engineer, you play a critical role in ensuring the stability and performance of ICT solutions across multiple disciplines. You will provide expert technical support, proactively preventing and reactively resolving incidents for approximately 1,000 commercial and end-user customers. This includes supporting Mobile, LAN, WAN, ICT, and Voice solutions in line with agreed SLAs.

Operating within a 24/7 customer-facing environment, you will be the first point of contact for service assurance, working closely with 2nd and 3rd line teams, field engineers, and problem management to maintain service in a live environment. Your contribution is essential to delivering exceptional customer experience and safeguarding business continuity.

By leveraging BT’s professional communities and best practices, you will ensure knowledge sharing and continuous improvement beyond your immediate team. This role is pivotal in supporting major BT Ireland and BT UK customers with global reach, underpinning BT’s commitment to secure, reliable, and high-quality services.

What you’ll be doing:

• Deliver ICT support and professional services to internal and external clients across multiple technologies.
• Provide operational support to meet KPIs and SLAs, ensuring service excellence in a live environment.
• Contribute to projects through research, analysis, and delivery of key components.
• Prepare reports and recommendations, presenting insights to managers and stakeholders.
• Share expertise with peers and occasionally provide on-the-job training to team members.
• Collaborate with internal teams and third-party suppliers to resolve issues and deliver solutions.
• Champion customer experience, managing expectations and influencing satisfaction metrics such as NPS.
• Communicate effectively with customers and senior management on performance, risks, and issues.
• Drive continuous improvement and innovation, acting as a change agent within your area.
• Engage in BT-wide professional communities to enhance skills, share best practices, and maintain industry standards.

What skills you’ll need:

• Technical expertise in ICT support and service desk operations, with strong knowledge of Mobile, LAN, WAN, Voice, and ICT solutions.
• Experience with ITIL processes and service assurance, including incident, problem, and change management.
• Proficiency in monitoring and diagnostic tools (e.g., SIEM/SOAR platforms such as Splunk, Sentinel, QRadar) and ability to interpret alerts and logs.
• Ability to deliver tasks to Time, Cost, and Quality, demonstrating commercial awareness and adherence to SLAs and KPIs.
• Analytical and problem-solving skills, including decomposing requirements, evaluating options, and producing clear documentation aligned with BT standards.
• Strong communication and reporting skills, including weekly reports, project updates, and performance documentation.
• Collaboration and knowledge sharing, actively engaging in BT professional communities, forums, and knowledge calls.
• Commitment to continuous learning, maintaining industry accreditations and completing mandatory training on time.
• Customer-focused mindset, managing expectations and influencing satisfaction metrics such as NPS.
• Understanding of BT’s quality standards and operating models, ensuring compliance and producing relevant documentation.

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.