BT Service Desk Analyst in Chesterfield, United Kingdom

Service Desk Analyst

Your subtitle

Fancy catapulting your career to different heights with BT Business & Public Sector Customer Services team?

BT Business and Public Sector is right at the heart of the UK economy providing cutting edge communications and IT services to around 900,000 business customers across the UK and Republic of Ireland. Right now we’re looking to grow our team of Tier 1 and 2 Technical Customer Support professionals within our Managed Customer Services (MCS) team in Barlborough. You‘ll join a diverse team of high performing technical and customer service experts, working on some key high profile, revenue generating customer contracts.

Who we are

The MCS team are part of a UK& Ireland Customer Service team in BT Business and Public Sector and we organise ourselves around the needs of our customers. We support and deliver the IT needs of large multi-million pound contracts and our ambition is to deliver a personal, simple and brilliant service which is effortless from the moment our customers place an order, through to how we deliver that order, keep their service connected, right through to billing. We have a history of supporting large scale sporting events such as London 2012 and 2015 Rugby World cup.

You’ll find us just minutes from M1 junction 30 – easily accessible from Sheffield, Chesterfield, Worksop, Derby, Rotherham and Doncaster. Our offices are bright and modern and within walking distance from local cafes and restaurants. Plus, there are major supermarkets and retail outlets within a 5 minute drive.

What you’ll be doing

You’ll be:

The role includes (but is not restricted to):

  • Receipt of all customer and supplier contact to BT via a variety of mediums:

  • Telephone

  • Email

  • Electronic interface

  • Incident creation, classification and initial diagnostics

  • Service Request receipt and fulfilment within defined parameters

  • Event management and the creation of incidents based on non-normal events

  • Handling of telephone interactions within a defined SLA and to the agreed standard as set out in the ITMS Call Handling Policy

  • Notification of incident updates, resolutions and other updates to customers, suppliers and others involved in the ITIL model

  • Initial receipt and processing of ‘How Do I’s’ and complaints

The role holder will more generally be aware of IT concepts and will be able to impart a technical update in a non-technical way; ensuring high levels of customer satisfaction are met. The role will also support the downstream ITIL Incident Management discipline as follows:

  • To support Incident Management in ensuring that all interactions meet SLA and internal KPIs

  • To ensure that all incidents/problems/changes are linked effectively and managed in accordance with ISO20K best practice standards

  • To liaise with customers (internal/external) and provide information as and when requested

  • To liaise with suppliers (internal/external) and provide information as and when requested

  • To provide advice and guidance to customers on product use and procedural protocols

  • To answer customer interactions within the published SLA

  • To use the appropriate knowledge to support high levels of first time resolution

We’ll also need to see these on your CV:

  • Typically will work with moderate guidance on own area of knowledge, but able to apply knowledge/skills to a variety of standard day to day activities and to issues and respond to team leader direction

  • Able to deliver simple fix statements to customers providing workaround detail and corrective actions when appropriate

  • Able to probe and listen carefully, presenting information clearly and in an appropriate style making technical information clear and persuasive to others in straightforward situations.

  • Is able to work to tight timescales and in a high volume environment

  • Understands appropriate customer business processes and operating environments.

  • Has a high degree of articulation and literacy and is able to present information clearly using multiple media types

Mandatory :

  • Proven experience in a Service Desk or IT and/or customer facing environment;

  • IT literacy to a high standard including proficient use of MS Word and Excel;

  • High standard of general literacy and numeracy and experience of generating and management customer interactions by e-mail, phone and IT systems (or evidence of equivalent customer relationship role);

  • Customer Service Representative (accredited) - to be acquired as part of the role

  • Security Clearance – when working from the ITSOC UK (Sheffield) or on secure contracts


  • ITIL Service Management Foundation certified

  • IT qualification (MS certified, CCNA)

Why choose us?

Once you join us at BT, you’ll open the door to endless opportunities. Not only will you be joining an ambitious organisation with a welcoming and collaborative culture, but you’ll also receive world class training and development. We will motivate you to perform at your very best, help you deliver against your goals and develop your career. We focus on internal progression where possible and provide numerous opportunities to advance within the business where you can hone your skills in some of the leading technology products (eg) Cisco technologies, Agresso, Citrix, RES. You’ll have an established, proven career path and will receive support with your learning through the BT Academy. You’ll receive regular performance feedback and you’ll have clear targets.

On top of the competitive salary, you’ll also receive 22 days annual leave, discounted broadband, mobile and TV offerings, 50% off cinema tickets and access to lots of further discounts. Flexible benefits scheme.

There will also be plenty of opportunities to give back to your local community by taking part in our volunteering events, including locally supported charity events. Or you could even organise your own.

At BT, we’re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We want to make sure that your recruitment experience is the best it can be. If you are selected for an interview, please let us know if there are any adjustments that would be helpful to you.


To Be Defined

Job: Customer Service and Contact Centres

Title: Service Desk Analyst

Location: GBR %26 Ireland-GBR-Derbyshire-Chesterfield

Requisition ID: 67684