IT Service Desk Analyst - First-Line Support

BT Group; Exeter; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading telecommunications company in Exeter is seeking a Customer Service Analyst to handle incoming contacts and service requests. You will provide first line support for various services and manage incidents according to SLAs. The ideal candidate will have strong customer-facing skills, an operational background, and a passion for continuous improvement. This role offers comprehensive benefits, including a pension scheme and world-class training opportunities.

Benefits

BT Pension scheme, minimum 5% employee contribution, BT contributes 10%

18 weeks equal family leave at full pay

Enhanced women's health support

22 days annual leave, increasing with service

24/7 private virtual GP appointments

2 weeks carer's leave

World-class training and development opportunities

Option to join BT Shares Saving schemes

Qualifications

• High level of detail and accuracy required.
• Ability to provide first line support for multiple services.
• Effective management of 3rd party suppliers.

Responsibilities

• Handle incoming contacts and service requests via various channels.
• Maintain skills to support DCP Contractual Towers.
• Take ownership for personal development and strive for continuous improvement.

Skills

Excellent customer facing skills

Strong operational background

Proven analytical skills

Good time management

Ability to work under pressure

Self-management skills

Strong continuous improvement mindset

Understanding of ITIL processes

Tools

Microsoft Office applications

Job description

A leading telecommunications company in Exeter is seeking a Customer Service Analyst to handle incoming contacts and service requests. You will provide first line support for various services and manage incidents according to SLAs. The ideal candidate will have strong customer-facing skills, an operational background, and a passion for continuous improvement. This role offers comprehensive benefits, including a pension scheme and world-class training opportunities.