Technical Support Analyst - Part time/Full time

Job Description

Recruiter: Owen Phillips

Hiring Manager: Tom Armitage

Career Grade: TM3

Internal Closing Date: 11/11/2024

Why this job matters

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.

This role is based in Sheffield. Hybrid (3 days office based & 2 days remote) Mon-Fri 9am-5pm. Must be UK resident for 5+ years in order to obtain SC NVPP3 clearance before commencing the role.

What you'll be doing

• Highly professional customer service interactions
• Create and maintain knowledge management
• Close the loop with escalations and complaints
• Complete up to 2nd line diagnostics including but not exclusive to router diagnostics
• Provide SME function for customers and customer solutions

Essential Skills

• Experience of working within a fast-paced Service Operations team.
• Experience in analysis of incident and fault journeys
• Ability to demonstrate customer and service obsession, where you and your team put resolving customer issues at the heart of everything you and your team do
• Strong Continuous Improvement ethos, with experience of leading a team who’s core DNA is underpinned by CI
• Extensive knowledge of the Service Operations team and have the ability to articulate this to varying audience levels within the business.

What we'd like to see on your CV

• Good Knowledge of IT technologies – Mandatory
• Experience of service management IT tools – Mandatory
• ITIL4 Foundation – Preferred
• Ability to obtain / retain security clearances relevant to the role and position

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Competitive salary
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 22 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

#LI-Hybrid

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.