Technical Service Desk Analyst

BT

  • Sheffield
  • Permanent
  • Part-time
  • 8 hours ago
Job Req ID: 48785Posting Date:15/07/2025Function: BusinessLocation: SheffieldSalary: Competitive + BenefitsThe successful candidate must be able to hold/obtain SC (Security Clearance)Why This Job Matters:.Ever wondered what it takes to keep a business running smoothly behind the scenes? Our Service Desk plays a critical role as one of the most common customer touchpoints, ensuring every interaction is seamless, efficient, and customer-centric.At BT Business, we pride ourselves on delivering outstanding service, making sure incidents are handled swiftly and effectively within contractual care levels and service level agreements (SLAs). Your role will be vital in maintaining the integrity of our live environment, preventing service disruptions, and minimizing any potential impact-because every interaction matters.We believe in a collaborative and supportive work environment where continuous improvement is at the heart of everything we do. If you're passionate about problem-solving, thrive in a fast-paced setting, and want to be part of a team that truly makes a difference, this is the opportunity for you.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
  • Perform technical diagnostics and resolve incidents at first point of contact where possible
  • Train members of the team on new products/services
  • Lead role on products/services, providing high level of technical expertise to customers both internal/external
  • Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager
Skills We Require Of You:
  • Excellent communication skills - Verbal/Written
  • Excellent customer service skills
  • Excellent IT literacy
  • Experience of working in a network environment, troubleshooting routers/switches/line faults etc
  • Ability to resolve issues in a timely fashion but also to update knowledge/questions for the rest of the team
  • Proactively manage customer interactions and escalate as appropriate
  • Own and resolve of complex customer issues with little management support
  • Display role model behaviours within the roles and responsibilities of your role
Your 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.​
Flexible Working - BT have moved to a hybrid working - you can work from home 2 days per week. This means you'll be at your contractual location 3 days a week.Part time and job-share consideredWith 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.

BT