What you’ll be doing
1. Responsible for 1st line service operation and technical security support using provided toolsets to undertake analysis, diagnostics and resolution of requests and incidents.
2. Responsible for the timely and effective logging and tracking of customer and internal colleague enquiries using the GSS Service Management System adhering to OLAs and SLAs.
3. Engage with customers and project stakeholders to ensure the successful transition of new and enhanced services into service operations.
4. Working with the 24/7 Operations Centre handling Incident communications.
5. Providing administrative support to the Change Management Team in the assessment of wider BT planned engineering works on our customer platforms/services.
What skills you’ll need
6. Basic understanding of Cloud Technologies and Products.
7. Service Desk Analyst Experience.
8. Windows Active Directory Account and User Management.
9. Experience with Atlassian JIRA, Confluence and/or Insights.
10. Organised, with the ability to handle multiple tasks.
Benefits:
11. BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
12. 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
13. Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
14. 22 days annual leave (not including bank holidays), increasing with service
15. 24/7 private virtual GP appointments for UK colleagues
16. 2 weeks carer’s leave
17. World-class training and development opportunities
18. 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.