Job Req ID: 58264
Posting Date: 11/05/2025
Function: Business Services & Operations
Location: Sheffield - Endeavor
Salary: £34,299
About the role
We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start‑ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice, Mobility, Fibre and connectivity, networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.
This role is critical to our business with service desk being one of the most common customer interactions. We have to deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in technical resolution of issues at the first point of contact.
The successful candidate must be willing to undergo National Security Vetting, including Government Security Clearance (SC) and NPPV levels, which requires residency in the UK for a minimum of five years.
What you’ll be doing
* Delivering professional, customer‑centric service desk support, managing both standard and complex customer interactions with autonomy
* Performing technical and up to 2nd line diagnostics (including router and connectivity issues), resolving incidents at first point of contact wherever possible
* Owning incident management end‑to‑end, including closing the loop on escalations and complaints with clear communication
* Acting as a Subject Matter Expert (SME) for products and services, providing technical guidance to internal teams and external customers
* Leading on specific products and services, offering high‑level technical expertise and supporting customer solutions
* Creating, maintaining, and sharing knowledge management content, and training team members on new or updated products/services
* Proactively undertaking training and continuous personal development, aligned with departmental needs and your agreed Personal Development Plan
Essential skills/experience
* Ability to obtain and maintain relevant security clearances for the role (e.g. SC / NPPV)
* Strong communication skills, with the ability to engage clearly and professionally with customers and stakeholders
* Proven experience delivering excellent customer service in a customer‑facing environment
* Demonstrable technical capability, within network and telephony infrastructure
* Experience managing complex technical customer issues through to resolution
* Good working knowledge of IT technologies and support environments
* Strong IT literacy and experience using IT service management tools (e.g. incident, problem, and request management)
* Awareness of ISO27001 and information security principles
Desirable skills/experience
* ITIL v4 / v5 Foundation certification (or working towards)
* Ability to resolve issues efficiently while maintaining and updating technical knowledge
* Proactive approach to managing customer interactions, escalating where appropriate
* Experience owning and resolving complex customer issues with minimal supervision
* Ability to role‑model positive behaviours, aligned to the responsibilities and expectations of the role
Our package
Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:
* Access to an online private GP 24/7 for you and your immediate family
* Market-leading paid carers leave with up to 2 weeks off
* Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
* Discounted EE and BT products, including mobile and broadband
* Market leading Pension scheme – 5% from you and 10% from us
* Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
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