Frontline IT Support Specialist (Service Desk)

BT plc; Sheffield; Sur place; GBP 28 000 - 35 000; Plein temps

Résumé du poste

BT plc in Sheffield is seeking a Service Desk Analyst to be the first point of contact for managed customers, providing high-quality technical support and incident handling. You will log, diagnose and resolve or escalate requests to restore service quickly and meet contractual SLAs.

You'll own tickets through their lifecycle, communicate updates, and work with internal resolver groups and suppliers while following ITIL-aligned processes and BT security requirements.

Qualifications

• Experience in 1st-line IT support or helpdesk.
• Knowledge of ITIL concepts, incident management.
• Experience supporting Microsoft 365 applications.
• Experience with ticketing systems (e.g., ServiceNow).
• Remote troubleshooting experience with Windows and network issues.

Responsabilités

• Act as first point of contact for incidents and service requests.
• Log, categorize, prioritize and maintain records for effective diagnosis.
• Apply knowledge to diagnose and resolve first-line issues across end-user tech.
• Own tickets through their lifecycle with timely updates and handovers.
• Restore normal service quickly within agreed processes and SLAs.
• Coordinate with internal resolver groups and third-party suppliers.
• Escalate when necessary and support incident communications.

Connaissances

Communication

Self-Management

Problem-Solving

Outils

ServiceNow

Microsoft 365

Active Directory

VPN

Description du poste

BT plc in Sheffield is seeking a Service Desk Analyst to be the first point of contact for managed customers, providing high-quality technical support and incident handling. You will log, diagnose and resolve or escalate requests to restore service quickly and meet contractual SLAs.

You'll own tickets through their lifecycle, communicate updates, and work with internal resolver groups and suppliers while following ITIL-aligned processes and BT security requirements.