Technical Service Desk Analyst Full Time NEW

As a Technical Service Desk Analyst, you’ll play a vital role in delivering a positive customer experience at one of the most important touchpoints in our business. Service Desk is often our customers’ first interaction with BT, so providing an outstanding, customer‑centric service is essential. You’ll be responsible for resolving technical issues at the first point of contact wherever possible, ensuring every interaction is handled with professionalism, quality and care.

The successful candidate must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years.

What You’ll Be Doing

• Deliver highly professional, customer‑centric service, managing complex customer interactions and issues with autonomy, including closing the loop on escalations and complaints.
• Perform technical diagnostics up to and including 2nd line (including router diagnostics), resolving incidents at the first point of contact where possible.
• Act as a Subject Matter Expert (SME), providing technical expertise and customer solutions to both internal and external customers.
• Lead on specific products and services, offering a high level of technical knowledge and support, and training team members on new products and services.
• Create, maintain and contribute to knowledge management to support consistent service delivery.
• Undertake ongoing personal training and development in line with departmental needs and the Personal Development Plan agreed with the Line Manager.

Essential Skills/experience

• Excellent communication skills
• Excellent customer service experience
• Evidenced technical ability ideally Cisco CCENT level or equivalent
• Proficient IT Literacy
• Managing complex technical customer issues
• Experience of service
• Good knowledge of IT technologies
• Experience of service management IT tools
• Ability to obtain / retain security clearances relevant to the role and position
• ISO27001 awareness

Desirable Skills/experience

• ITIL4 Foundation – Preferred
• Ability to resolve issues in a timely fashion but also to update knowledge/questions for the rest of the team
• Proactively manage customer interactions and escalate as appropriate
• Own and resolve of complex customer issues with little management support
• Display role model behaviours within the roles and responsibilities of your 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
• Equalized 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.

Ready to connect for good and help shape the future? Apply now.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.