Job
Description
Why this job matters
1st line helpdesk analyst is the main point of logging, diagnosing and reacting within SLA to the customers support need. They are expected to attempt first time fix, if this cannot be achieved then they are required to escalate the incident to 2nd line for resolutionWhat You'll Be Doing
Troubleshooting and maintaining data; good understanding of database functionality and data management processesAttempt first time fix, dealing with customer, suppliers as necessaryTroubleshooting Routing protocols i.e. EIGRP, RIP, OSPF and BGP.Carrying-out re-engineering of network designs, trouble shooting and problem resolution of elusive customer network difficulties.Escalate support calls to the appropriate 2nd line team if unable to resolve the incidentDemonstrate high levels of customer service when dealing with clients. Look to exceed expectation.Update customers by telephone or e-mail on the progress of a support call or to ask for additional informationLiaise with Vendors and Third parties for circuit or hardware issues and escalate as per SLA's defined to restore services in minimal possible time.Undertake 1st line incident resolution and service request fulfilment across customer systemsAdhering to and following strict processesHandle incoming emails from customers ensuring they are acted upon in a timely mannerEscalate service exceptions and high priority incident tickets appropriately within the businessLiaise effectively with colleagues and stakeholders to meet customer requirementsSkills
Experience of working in a problem/incident management environmentExperience of creating order reference numbers via our tracking system, immediately as queries are raisedBeing able to monitor work orders and ensure that they are completed within the SLAConfident in answering direct calls and email queries relating to the customer's telephony systems, data centres or one of a number of sites.Knowledge of Cisco Data solutionsExcellent standard of written and spoken EnglishHigh level customer management skillsAble to follow strict processesGood understanding of excel, PowerPoint, wordDesirable
CCNACCNPITIL foundationAbout Us
BT Group was the world's first telco and our heritage in the sector is unrivalled. As home to several of the UK's most recognised and cherished brands BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.Over the next two years, we will complete the UK's largest and most successful digital infrastructure project connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK's best telco, reimagining the customer experience and relationship with one of this country's biggest infrastructure companies.Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.A FEW POINTS TO NOTE:
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.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.
