Service Reliability Engineer

The main responsibility of a 1st Line Helpdesk Analyst is to be the initial point of contact for logging, diagnosing, and promptly responding within SLA to customer support needs. You are expected to strive for a first-time resolution, and if not possible, escalate incidents to the 2nd line for further resolution. Your tasks will include assisting in proactive monitoring and responding to alarms, answering and logging support calls from end users within the defined SLA, attempting first-time fixes, contacting customers and suppliers as needed, and managing severe/critical incidents. You will act as the primary point of contact for network management, ensuring smooth transitioning of service delivery according to industry standards. In addition to incident resolution and service request fulfillment, you will be responsible for responding to system monitoring alerts, distinguishing between real and false alarms, adhering to strict processes, and escalating service exceptions and high-priority incidents appropriately within the business. Demonstrating exceptional customer service and exceeding expectations are key aspects of this role. Your skills should include the ability to monitor and ensure completion of work orders within SLA, confidently handling direct calls and email queries related to telephony systems, data centers, or various sites, proficiency in written and spoken English, high-level customer management skills, and the capacity to follow strict processes. A good understanding of Excel, PowerPoint, and Word, along with problem-solving skills to identify root causes of problems, are also essential. BT Group, as the world's first telco with an unrivaled heritage in the sector, is undergoing a significant transformation to revolutionize how people connect with each other. As the UK's largest digital infrastructure project nears completion, connecting millions of premises to full-fiber broadband, and with heavy investments in 5G technology, BT Group is focused on simplifying systems, structures, and processes to enhance customer service. The company's commitment to improving connectivity and creating the best telco in the UK presents an exciting opportunity to join a leadership team dedicated to driving this transformation. It is important to note that while these roles are listed as full-time, BT Group welcomes job share partnerships, flexible working arrangements, and will provide reasonable adjustments for the selection process if needed. The company encourages applications from diverse backgrounds, even if all requirements are not met, to build an inclusive and authentic workplace where everyone can thrive.,