About this role

This role is critical to our business, with service desk being one of the most common customer interactions. We 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. 

This is a great opportunity to further enhance your technical career, if you have the experience and skills, we’ll provide you with further training to take this to the next level.

This is a 24/7 shift role- 27k + £770 per month shift + Outer London Weighting £1600

You'll have the following responsibilities

- Highly professional customer service interactions 

- Create and maintain knowledge management

- Close the loop with escalations and complaints

- Complete up to 2nd line diagnostics including (but not exclusive to) router diagnostics

- Provide SME function for customers and customer solutions 

- Perform technical diagnostics and resolve incidents at first point of contact where possible

- Train members of the team on new products/services

- Lead role on products/services, providing high level of technical expertise to customers both internal/external

- Undertake personal training and development

You'll have the following skills & experience

• Cisco networking skills – CCNA experience essential, CCNA qualification desirable

• Experience of service management IT tools

• Customer Service skills – proven communication with major corporate customers 

• Experience of working in an ITIL environment - ITIL4 Foundation preferred

• Proficient IT Literacy - MS Office Skills – proven experience of using Excel, Word, Outlook and PowerPoint to an advanced level

• Please note that this role will also require you to obtain and maintain Government Security Clearance, a prerequisite of which is that you must have lived within the UK for at least the last 5 years.

Benefits

22 days annual leave (plus bank holidays)

Discounted BT Products, boradband, BT Sport, mobiles

Pension scheme

Shares Plan

Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!