Service Request IDA Defence

Job Description

Join BT as a Service Request Designer

Location: Bristol

Salary: £33,300

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 Request Designer, you will play a key role in delivering efficient and practical design and networking solutions that support the successful implementation of complex, secure national infrastructure. This work is part of our Defence contract within the Enterprise Managed Service (EMS).

You’ll collaborate closely with teams across the Defence portfolio to ensure orders are fulfilled proactively, within agreed timeframes, and in line with our commitment to service excellence and customer satisfaction.

This role is critical to the success of our Defence operations, directly contributing to the delivery of secure services that underpin national infrastructure. Your expertise will help drive operational efficiency, strengthen customer relationships, and support our reputation as a trusted provider in a high-stakes environment.

The role is subject to you gaining and maintaining the necessary level of Security Clearance needed to undertake your work, minimum requirement SC with a willingness to obtain DV clearance.

What you’ll be doing

The role is desk-based and will be carried out within a secure environment, requiring strict adherence to security protocols at all times.

Role responsibilities:

• Develop and deliver complex design solutions that meet customer requirements, clearly outlining the services to be provided.
• Design solution to detail equipment, components, networks services, cabinet layouts, connectivity diagrams, and field team work instructions
• Identify and communicate risks that could impact delivery against customer SLAs, ensuring proactive mitigation.
• Support the implementation of new technologies onto the secure defence infrastructure
• Build and maintain strong working relationships with customers, suppliers, and stakeholders to ensure a positive service experience.
• Track and update asset management systems to accurately reflect changes made through implemented design solutions.
• Consistently meet agreed operational performance targets while keeping up-to-date knowledge of relevant products, networks, and systems required for the role.

What skills you’ll need

• Strong IT literacy, including proficiency in Microsoft Office (Excel, Word, PowerPoint), with the ability to manipulate data and produce clear documentation and presentations.
• Experience using Microsoft Visio is desirable.
• Proven ability to prioritise and manage multiple complex workloads effectively.
• Capable of working independently as well as collaboratively with internal and external stakeholders.
• A customer-focused mindset with a drive to deliver results and exceed expectations.

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

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.