Technical Service Desk Analyst

Job Description

Job Req ID: 58264

Posting Date: 11/05/2025

Function: Business Services & Operations

Location: Sheffield - Endeavor

Salary: £34,299

About the role

We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

This role is critical to our business with service desk being one of the most common customer interactions. We have to deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in technical resolution of issues at the first point of contact.

The successful candidate must be willing to undergo National Security Vetting, including Government Security Clearance (SC) and NPPV levels, which requires residency in the UK for a minimum of five years.

What you’ll be doing

• Delivering professional, customer‑centric service desk support, managing both standard and complex customer interactions with autonomy
• Performing technical and up to 2nd line diagnostics (including router and connectivity issues), resolving incidents at first point of contact wherever possible
• Owning incident management end‑to‑end, including closing the loop on escalations and complaints with clear communication
• Acting as a Subject Matter Expert (SME) for products and services, providing technical guidance to internal teams and external customers
• Leading on specific products and services, offering high‑level technical expertise and supporting customer solutions
• Creating, maintaining, and sharing knowledge management content, and training team members on new or updated products/services
• Proactively undertaking training and continuous personal development, aligned with departmental needs and your agreed Personal Development Plan

Essential skills/experience

• Ability to obtain and maintain relevant security clearances for the role (e.g. SC / NPPV)
• Strong communication skills, with the ability to engage clearly and professionally with customers and stakeholders
• Proven experience delivering excellent customer service in a customer‑facing environment
• Demonstrable technical capability, within network and telephony infrastructure
• Experience managing complex technical customer issues through to resolution
• Good working knowledge of IT technologies and support environments
• Strong IT literacy and experience using IT service management tools (e.g. incident, problem, and request management)
• Awareness of ISO27001 and information security principles

Desirable skills/experience

• ITIL v4 / v5 Foundation certification (or working towards)
• Ability to resolve issues efficiently while maintaining and updating technical knowledge
• Proactive approach to managing customer interactions, escalating where appropriate
• Experience owning and resolving complex customer issues with minimal supervision
• Ability to role‑model positive behaviours, aligned to the responsibilities and expectations of the role

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
• Equalized 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.

Ready to connect for good and help shape the future? Apply now.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.