What you’ll be doing
1. Maintain the necessary skills to support customer to provide first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace.
2. Ensure that reported faults and Service Requests are responded to in line with SLAs.
3. Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.
4. Assist the team in achieving set targets such as first contact fix and incident response and resolution.
5. Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.
6. Accurately implement and work in line with Company Policies and Procedures
7. Carry out additional responsibilities as requested by the Operational Co-ordinator/Service Desk Manager/Operations Manager.
8. Ensure that all Company matters are kept confidential at all times.
9. Proactive 3rd party management and quick response to associated escalations.
What skills you’ll need
10. Understanding of the workings of a Service Desk and ITIL aligned processes.
11. Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.
12. Ability to work to deadlines and work as part of a team.
13. Able to use own initiative and self-motivated.
14. Work well under pressure, good time manager, good team worker, ability to multi-task.
15. Strong operational background.
16. Excellent customer facing skills, strong senior stakeholder management (within customer & BT organisations).
17. Self-management skills.
18. Proven analytical skills and process orientated.
19. Strong continuous improvement mind-set and experience.
Benefits:
20. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
21. 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
22. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
23. 22 days annual leave (not including bank holidays), increasing with service
24. 24/7 private virtual GP appointments for UK colleagues
25. 2 weeks carer’s leave
26. World-class training and development opportunities
27. Option to join BT Shares Saving schemes
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.