Service Desk Analyst
Posting Date: 23 Jan 2025 Function: Service Unit: Business Location: Endeavour Sheffield, Sheffield, United Kingdom Do you thrive on delivering exceptional customer experiences? Are you passionate about ensuring businesses stay connected and succeed? This role is at the heart of providing a best-in-class customer service experience to all our customers. As a vital contributor to our market-leading proposition, you’ll play a key role in ensuring the satisfaction of our communication providers and delivering against critical performance measures. Your work will keep our customers’ passion for their business alive, as you proactively monitor their IT infrastructure and provide timely first-line fixes to their staff. This isn’t just a job; it’s an opportunity to make a meaningful impact on our customers' success every single day. What You’ll be Doing:
You will be accountable for ensuring all ticket ingress is picked up and worked and delivering a fully managed solution through proactive monitoring of the customer estate. You’ll be responsible for ensuring calls are answered within a timely manner to allow us to drive SLA performance. You’ll be accountable for ensuring high priority incidents are picked up and handed over to our Major Incident Management team to reduce our customers degradation or outage time. Ensure that reported faults and Service and requests are responded to in line with SLAs and all Company Policies and Procedures. Provide an effective, professional response and solution(s) to reported Incidents/Requests and restore normal service efficiently. Take good care of all Company supplied tools and equipment. Proactive 3rd party management and quick response to associated escalations. Good interpersonal skills, polite telephone manner, effective communicator at all levels. Understanding of the workings of a Service Desk and ITIL aligned processes. Effective listening skills and excellent attention to detail, in respect of dealing with 1st line user queries, requests and faults. Active Directory account administration and Exchange and O365 account administration. MS Products – Teams, SharePoint, Streams and Windows Server folder administration. SCCM deployment. Ability to work to deadlines and work as part of a team, able to prioritise own workload and often be self-reliant. Work well under pressure, good time manager, good team worker, ability to multi-task. Remain professional, tenacious and persevering in all situations. Knowledge and appreciation for customer environment and challenges would be advantageous. What we'd like to see on your CV:
Experience of working on a 1st line service desk or service request analyst. Experience of working in a customer focused environment. Essential communication skills, maintaining relationships, standards of quality of work, personal presentation and personal conduct. Use of Microsoft Applications such as Office 365, Exchange, Teams, Skype etc. Experience in Microsoft Server Administration, including Active Directory, SCCM. Relevant certifications such as CCNA, ICND1/2, Network+, CompTIA. Flexible Working – BT have moved to a hybrid working – you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a week. Part time and job-share considered. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. 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.
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Posting Date: 23 Jan 2025 Function: Service Unit: Business Location: Endeavour Sheffield, Sheffield, United Kingdom Do you thrive on delivering exceptional customer experiences? Are you passionate about ensuring businesses stay connected and succeed? This role is at the heart of providing a best-in-class customer service experience to all our customers. As a vital contributor to our market-leading proposition, you’ll play a key role in ensuring the satisfaction of our communication providers and delivering against critical performance measures. Your work will keep our customers’ passion for their business alive, as you proactively monitor their IT infrastructure and provide timely first-line fixes to their staff. This isn’t just a job; it’s an opportunity to make a meaningful impact on our customers' success every single day. What You’ll be Doing:
You will be accountable for ensuring all ticket ingress is picked up and worked and delivering a fully managed solution through proactive monitoring of the customer estate. You’ll be responsible for ensuring calls are answered within a timely manner to allow us to drive SLA performance. You’ll be accountable for ensuring high priority incidents are picked up and handed over to our Major Incident Management team to reduce our customers degradation or outage time. Ensure that reported faults and Service and requests are responded to in line with SLAs and all Company Policies and Procedures. Provide an effective, professional response and solution(s) to reported Incidents/Requests and restore normal service efficiently. Take good care of all Company supplied tools and equipment. Proactive 3rd party management and quick response to associated escalations. Good interpersonal skills, polite telephone manner, effective communicator at all levels. Understanding of the workings of a Service Desk and ITIL aligned processes. Effective listening skills and excellent attention to detail, in respect of dealing with 1st line user queries, requests and faults. Active Directory account administration and Exchange and O365 account administration. MS Products – Teams, SharePoint, Streams and Windows Server folder administration. SCCM deployment. Ability to work to deadlines and work as part of a team, able to prioritise own workload and often be self-reliant. Work well under pressure, good time manager, good team worker, ability to multi-task. Remain professional, tenacious and persevering in all situations. Knowledge and appreciation for customer environment and challenges would be advantageous. What we'd like to see on your CV:
Experience of working on a 1st line service desk or service request analyst. Experience of working in a customer focused environment. Essential communication skills, maintaining relationships, standards of quality of work, personal presentation and personal conduct. Use of Microsoft Applications such as Office 365, Exchange, Teams, Skype etc. Experience in Microsoft Server Administration, including Active Directory, SCCM. Relevant certifications such as CCNA, ICND1/2, Network+, CompTIA. Flexible Working – BT have moved to a hybrid working – you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a week. Part time and job-share considered. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. 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.
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