Recruiter: Jayson Coley-Wynters

Salary: Competitive

Closing Date: 30th April 

Key Purpose of the role

This role provides technical support for c.1000 commercial and end user customers. The role holder is responsible for pro-actively preventing and reactively solving these managed customer's events or incidents supporting Mobile, LAN, WAN, ICT and Voice solutions in line with SLAs. The post holder will be an integral part of a 24x7 customer facing 1st line team which directly interface with 2nd and 3rd line, field and problem management, amongst others. This role therefore has high accountability for exceptional customer service delivery and maintaining service in a ‘live’ environment. 

Service Desk Engineer, reporting into the Service Desk Manager, is accountable for the end to end service assurance and contribution to all ITIL functions for major BT Ireland and BT UK customers, with global reach.

Key responsabilities 

• To provide ICT support and/or professional services to both internal and external clients.
• To provide support on projects, carrying out elements of the research, analysis and/or delivery.
• To provide operational support ensuring KPIs and SLA are achieved
• Provides support on the delivery of specific components of a project.
• To draft reports and discuss recommendations based on research with their manager.
• Share expertise with peers.
• Occasionally provides on the job training to other team members.
• To support the development of unit policies and procedures.
• May involve liaising with internal, external and third party suppliers.
• To personally participate in and contribute to BT wide professional community activities where applicable e.g. knowledge sharing, best practice within BT and external industry.
• To use the relevant BT wide professional community framework to raise their skills and those of their team to the recommended PC standards. 
• To complete all reporting requests within timescales that have been set by either the assignment or line manager.
• To ensure that you are continuously assigned to a project / assignment with 100% utilisation of your time.
• Continuously seek to develop technical learning and ensure that current industry standards are adhered to.

We'll drive business success by promoting a healthy, safe and supportive environment that’s based on integrity, mutual respect and ethical behaviour.  To find out more about our expected Standards take a look at Our Standards of Behaviour policy and Our Standards of Behaviour procedure.

Compliance with all BT policies is mandatory and applies to all BT employees. Policies can be accessed via the Policy Portaland should be adhered to in-line with Standards of Behaviour Policy & Procedure and the Being trusted: our code.
 

My Performance is all about the conversation. With so much happening in our business, it’s important we all keep talking.  Especially as we only use performance ratings at the year end.

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.

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.