Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
**About this role**
The Service Desk Analyst is responsible for the delivery of the ICT Service Desk in a constantly available Managed Services environment.
As a member of a dynamic team you will:
+ Be responsible for ensuring the availability of the Service Desk service exceeds defined service levels
+ Be responsible for ensuring contractual KPI’s with customers are met
+ Be responsible for undertaking maintenance and administrative activities
+ Be responsible for the end-to-end management of incidents and requests
+ Be responsible for 1st and 2nd line support resolution
+ Be responsible for own technical work activities
+ Build strong relationships with stakeholders including team members, managers, application specialists, vendors and customers at a peer level
+ Participate in and promote a culture of customer excellence within the Service Desk team
+ Ensure the Service Desk team undertakes activities in accordance with ITIL service management framework
**You’ll have the following responsibilities**
To meet the objectives of this challenging role, the holder will:
+ Provide proactive/reactive support and undertake activities as required to ensure a high level of service continuity
+ Provide technical/escalated support to the BT Service Desk
+ Provide out-of-hours support as identified in the support rota
+ Undertake problem management activities, including root cause analysis and identification of workarounds in accordance with agreed and documented processes and procedures
+ Contribute to the enhancement of the BMC toolset in monitoring, measuring and managing services
+ Act in accordance with agreed and documented processes and procedures, including Incident Management, Problem Management, Change Management, Release Management, Test Management
+ Engage with internal and external stakeholders, managing customer expectation and satisfaction
+ Coach and mentor other team members in industry best practice methodologies
+ Record time and effort for all activities on a daily basis.
+ Undertake suitable learning to remain up-to-date with industry best practice
+ Participate in and contribute to the BT wide professional communit
+ Any other activities reasonably deemed commensurate with the role
**You’ll have the following skills & experience**
+ At least 1-year relevant working experience
+ Very good customer service and technical support skill
+ Willing to do 12-hour shift (7am-7pm-7am) – 4 days on/4 days off
+ Other soft skills: Team player, flexible, adaptable, reliable
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.
We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT at https://www.btplc.com/Careercentre/lifeatbt/index.htm
**How to Apply**
It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes – you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!
COVID-19 Notice: We’ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We’ve moved to ‘virtual hiring’ until further notice – which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety.
**Job:** _Customer service_
**Title:** _Service Desk Analyst_
**Location:** _Australasia-Australia-Western Australia-Perth_
**Requisition ID:** _139179_