What you’ll be doing
1. You will be the primary point of contact for all customer issues, responsible for logging, triaging, and investigating all incidents within agreed service levels to resolution ensuring efficient and effective communication is delivered to internal and external stakeholders, managing customer expectation and satisfaction.
2. Responsible for the proactive monitoring of all operational services for both our internal and external customers using multiple systems and tools to support diagnostics.
3. Responsible for the Management of modern technologies as well as IP and Data Infrastructure across multiple platforms and services.
4. Engage with stakeholders including customers and technical specialists with adopting and adhering to change management practices including the assessment of planned engineering works on a supported platform/service.
5. Undertake maintenance and proactive activities as required to ensure continued availability, adequate capacity, and effective performance of all services including supporting vulnerability management.
6. Demonstrate the ability to translate technical knowledge into a non-technical language for a wider range of stakeholders to understand acting in accordance with agreed and documented processes and procedures adopting ITIL best practices.
7. Keep abreast of IT service management best practice and emerging technologies, providing recommendations for change by undertaking suitable learning to remain up to date with industry best practice.
What skills you’ll need
8. Must have strong communication skills, with demonstrated ability to articulate complex technical concepts in a manner understandable and useful to customers and senior stakeholders.
9. Sound technical knowledge including a degree of Cisco CCNA or equivalent skills, a good understanding of Windows Server (AD, IIS), desktop environments, Network Transmission, Cloud Managed Services and a keen interest in emerging technologies.
10. Familiarisation of BT Product Portfolio – Legacy and New IP and associated network tools and services such as CSS, CAMMS, COSMOSS, AUTOFIX, AGENT DESKTOP etc.
11. Ability to work in a high-pressure environment with strict KPIs governing service operations.
12. ITIL 4 Foundation, Service desk experience and good relationship management skills with a dedicated and positive attitude.
Benefits:
13. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
14. 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
15. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
16. 22 days annual leave (not including bank holidays), increasing with service
17. 24/7 private virtual GP appointments for UK colleagues
18. 2 weeks carer’s leave
19. World-class training and development opportunities
20. Option to join BT Shares Saving schemes
A Few Points To Note: This role is listed as full-time and will be office based 5 days a week. 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.