Secure Service Desk Analyst

What you’ll be doing
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 in line with departmental needs and in line with Personal Development Plan agreed with Line Manager

Skills and Experience
Excellent communication skills – Verbal/Written
Excellent customer service skills
Capability to achieve Cisco accreditations – Preferred but not essential
Ability to resolve issues in a timely fashion
Proactively manage customer interactions and escalate as appropriate
Own and resolve of complex customer issues with little management support
ISO27001 Awareness
Proficient IT Literacy – Good Knowledge of IT technologies
Managing complex technical customer issues
Experience of service management IT tools
ITIL4 Foundation – Preferred
Network knowledge and understanding – Desired
Jeopardy Management – Desired
Strong Problem Solving and Analytical skills

Benefits of joining BT
22 days annual leave (plus bank holidays)
Generous pension scheme
BT Share Plan
Discounted BT products including TV, Broadband and Mobile
Flexible working arrangements
World-class training and development opportunities