On-site
Full Time
1st line helpdesk analyst is the main point of logging, diagnosing and reacting within SLA to the customers support need. They are expected to attempt first time fix, if this cannot be achieved then they are required to escalate the incident to 2nd line for resolution
Assist with the day to day proactive monitoring and response to alarms raised on the monitoring system.
Answer and log support calls from end users within defined SLA
Attempt first time fix, dealing with customer, suppliers as necessary
Responsible for the network management, acting as the point of contact for customer & internal team for all the severe/critical incidents. Managing END TO END transitioning of service delivery facility as per industry standard.
Escalate support calls to the appropriate 2nd line team if unable to resolve the incident
Demonstrate high levels of customer service when dealing with clients. Look to exceed expectation.
Keep customer informed of progress on assigned incidents
Undertake 1st line incident resolution and service request fulfilment across customer systems
Respond appropriately to systems monitoring alerts, and being able to identify difference between real and false alarms
Adhering to and following strict processes
Escalate service exceptions and high priority incident tickets appropriately within the business
Liaise effectively with colleagues and stakeholders to meet customer requirements
Being able to monitor work orders and ensure that they are completed within the SLA
Confident in answering direct calls and email queries relating to the customer’s telephony systems, data centres or one of a number of sites.
Excellent standard of written and spoken English
High level customer – management skills
Able to follow strict processes
Good understanding of excel, PowerPoint, word.
Higher level customer-management skills.
Problem solving - Able to identify root cause of problems provided all required information is available within domain.
About us
BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.
Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
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.
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