Service Desk Analyst

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

Job summary

BT Group is seeking a dedicated customer service specialist to respond to user inquiries, manage service requests, and maintain high customer satisfaction. The ideal candidate will possess strong problem-solving and communication skills, alongside proficiency with ITSM tools. This position offers a competitive salary and a range of benefits including flexible working arrangements and a generous pension scheme.

Benefits

22 days annual leave (plus bank holidays)

Generous pension scheme

BT Share Plan

Discounted BT products including TV, Broadband and Mobile

Flexible working arrangements

Qualifications

• Proficiency with ITSM tools and software.
• Good knowledge of troubleshooting Microsoft applications across multiple operating systems.
• Ability to work under pressure and manage stress.

Responsibilities

• Responding to user enquiries and providing timely solutions.
• Documenting incidents and resolutions accurately.
• Prioritising and managing multiple service requests.

Skills

Troubleshooting

Customer service

Problem-solving

Communication

Interpersonal skills

Tools

ITSM tools

Microsoft applications

Job description

Social network you want to login/join with:

1. Responding to user enquiries and providing timely solutions
2. Documenting incidents and resolutions accurately
3. Prioritising 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 single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and 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 now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

What you'll be doing

1. Responding to user enquiries and providing timely solutions
2. Documenting incidents and resolutions accurately
3. Prioritising 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

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

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and 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 now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.