Service Desk Analyst

Virgin Media O2; Peterborough; On-site; GBP 23,000 - 29,000; Full time

Job summary

O2 Business is seeking a Service Desk Analyst to be the first point of contact for customers and help keep businesses connected from our Peterborough office five days a week. You’ll learn the tools, resolve incidents quickly, and handle service issues with care and professionalism.

Join a supportive, hands-on environment with excellent training, opportunities to progress, and a team that values collaboration and customer focus in a busy Network Operations Centre serving organisations across the

Qualifications

• Experience in a customer service environment.
• Ability to perform first line troubleshooting on diverse products/services.
• Knowledge or interest in networking fundamentals (e.g., CompTIA).
• Ability to explain solutions to non-technical customers clearly.
• Experience prioritising workload within defined SLAs.

Responsibilities

• Provide first-line support to customers in a busy environment.
• Resolve incidents quickly and manage service issues with care and professionalism.
• Work within the Network Operations Centre to support UK organisations.

Skills

Customer service

First line troubleshooting

Networking basics

Non-technical communication

SLAs management

Job description

Join O2 Business as a Service Desk Analyst, and become a vital part of the team that keeps businesses connected. Based five days a week in our Peterborough office, this is a great opportunity to build your career in a supportive, hands‑on environment, with excellent training and genuine opportunities to progress. In fact, many of the senior managers within the team started their careers with the business in this role, giving you the chance to learn from people who understand the journey first hand.

As the first point of contact for customers, you’ll play a key role in delivering exceptional support, helping to resolve incidents quickly and ensuring service issues are managed with care, accuracy, and professionalism. Working within our Network Operations Centre, you’ll build valuable technical and customer facing experience whilst helping to protect service availability for organisations across the UK.

Who we are

O2 Business is our new focused, digital‑first B2B business serving customers across small, medium, and large enterprises, as well as the public sector. Powered by our next‑generation fixed and mobile infrastructure, the new entity will offer a broader portfolio of best‑in‑class solutions – including cloud‑based communication tools, voice and contact centre offerings, and 5G private networks – supported by a culture that prioritises in‑office collaboration, with our teams generally working together on site five days a week.

The must haves

• Experience working in a customer service environment
• Demonstrable ability to perform first line troubleshooting on a diverse range of products and services
• Knowledge, qualifications or a strong interest in networking fundamentals such as CompTIA+
• Experience of upholding a logical and methodical approach; with demonstrable examples of being able to explain solutions to non‑technical customers
• Experience managing a prioritised workload within defined SLAs

The other stuff we are looking for

• Strong organisational skills with the ability to manage multiple priorities
• A clear, professional and calm communication style
• The ability to work effectively under pressure during busy periods
• A collaborative approach alongside the confidence to work independently
• A logical, methodical and customer‑focused mindset

What's in it for you

Working at O2 Business, you'll get a rewards package that is designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

All roles require a criminal record check and some roles need a financial probity check.