Service Desk Analyst

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

Job summary

A leading company in secure connectivity is seeking a Service Desk Analyst in Dumbarton. The role involves incident handling, customer relationship management, and requires SC clearance. Candidates should possess strong communication skills and proficiency in ITSM tools, with a focus on continuous improvement.

Benefits

22 days annual leave (plus bank holidays)

Generous pension scheme

BT Share Plan

Discounted BT products

Flexible working arrangements

Qualifications

• Experience with ITSM tools and software.
• Good knowledge of troubleshooting across multiple operating systems.
• Ability to work under pressure.

Responsibilities

• Responding to user enquiries and providing timely solutions.
• Documenting incidents and resolutions accurately.
• Maintaining a high level of customer service.

Skills

Proficiency with ITSM tools

Troubleshooting Microsoft applications

Problem-solving abilities

Excellent communication skills

Interpersonal skills

Job description

Service Desk Analyst

Posting Date: 21 May 2025

Function: Business Services & Operations

Unit: Business

Location: Cardross, Dumbarton, United Kingdom

As our Service Desk Analyst, you will be responsible for incident handling and request fulfillment on a secure national infrastructure. You will work collaboratively with internal teams and third-party suppliers to ensure services are delivered within agreed time scales. Additionally, you'll utilize excellent communication skills to help build and maintain strong relationships with customers, suppliers, and senior management. Our delivery is enhanced through business improvement using the Continuous Improvement methodology, and active participation is crucial to this role.

Please note - SC clearance must be obtainable for this role. This means you must have lived in the UK for 5+ years to attain this.

This role will also require you to work 8am-6pm, Monday-Friday.

What you'll be doing?

1. Responding to user enquiries and providing timely solutions
2. Documenting incidents and resolutions accurately
3. Prioritizing and managing multiple service requests
4. Maintaining a high level of customer service and building strong relationships with users
5. Staying updated with new technologies and processes

What we'd like to see on your CV

1. Proficiency with ITSM tools and software
2. Good knowledge of troubleshooting Microsoft applications across multiple operating systems
3. Ability to work under pressure and manage stress
4. Good problem-solving abilities
5. Excellent communication and interpersonal skills

At BT, we entertain, educate, and empower millions of people every day. We’re a brand built on connecting people – whether friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of benefits, and you’ll be part of an ambitious organization that values collaboration and inclusivity, and takes a genuine interest in your development.

Benefits of working for BT include:

• 22 days annual leave (plus bank holidays)
• Generous pension scheme
• BT Share Plan
• Discounted BT products including TV, Broadband, and Mobile
• Flexible working arrangements

With over 175 years of heritage, BT is a global leader in secure connectivity and collaboration platforms for businesses of all sizes. We value diversity and inclusion and are committed to making a positive impact through digital inclusion and skills development. We encourage applications from all backgrounds and experiences, and we are happy to discuss flexible working arrangements and reasonable adjustments for the selection process.