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Thread: 1st Line Service Desk Analysts Location - Thurso

  1. #1
    Join Date
    Feb 2001
    Wick, Caithness

    Default 1st Line Service Desk Analysts Location - Thurso

    1st Line Service Desk Analysts (99334)
    Job function

    : IT & engineering
    Main location

    : UK & Ireland-United Kingdom-Highland-Thurso

    : Full-time
    Working pattern

    : Standard
    Salary : 21000 + bonus upon completion of training

    Closing date
    Oct 17, 2018, 11:59:00 PM

    Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

    Why this role matters

    This role is critical to our business with service desk being one of the most common customer interactions. We have to deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in resolution of issues at the first point of contact.

    What you'll be doing

    • Professional customer service interactions via the use of phone systems or other appropriate tools
    • Interpet and act on the structure questions
    • Prioritising escalations as appropriate
    • Take ownership over maintaining good communications lines with the customer to keep them informed
    • Perform diagnostics and resolve incidents at first point of contact where possible
    • Understand customer solutions and BT products/offerings
    • Continuous personal development inline with business needs
    • Utilising the BT Continuous Improvement process to create/develop and simplify process/policy

    We'll also need to see these on your CV

    • Good communication skills – Verbal/Written
    • Good customer service skills
    • Good IT literacy
    • Interpret and act on structure questions/knowledge to deliver resolution at first point of contact
    • Prioritise and escalate as appropriate
    • The ability to own complex customer issues
    • Display role model behaviours within the roles and responsibilities of your role

    Why choose us?

    We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

    Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

    We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

    For full details and to apply go to -
    Last edited by Bill Fernie; 09-Oct-18 at 09:45.

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