Service Desk Analyst: 1st-Line IT Support

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

Benefits offered by this job

Online GP 24/7 for you and family

Carers leave - up to 2 weeks

Pension scheme - company + employee

BT product discounts

Holiday purchase scheme

Job summary

BT Group is seeking a Service Desk Analyst in the UK to be the first point of contact for managed customers, logging incidents, providing diagnoses, and ensuring swift resolutions and clear updates throughout the lifecycle.

You will work within ITIL-aligned processes, collaborating with internal resolver teams and third-party suppliers to meet SLAs and drive service quality. Training and career development are available as part of a comprehensive benefits package including pension and leave.

Qualifications

• Excellent communication across channels including phone and email.
• Strong self-management and resilience in a fast-paced environment.
• Problem-solving and creative thinking to diagnose issues.

Responsibilities

• Act as first point of contact for incidents and service requests via phone and email.
• Log, categorize, prioritise and maintain records for diagnosis and resolution.
• Diagnose and resolve first-line issues using approved tools and methods.
• Own tickets through lifecycle with updates and handovers/escalation.
• Restore service quickly within SLA and coordinate with resolver groups.
• Escalate potential major incidents and assist incident communications.

Skills

Communication

Self-Management

Problem-Solving

Education

IT qualification (e.g. CompTIA A+, ITIL Foundation)

Tools

ServiceNow

Microsoft 365

Active Directory

Entra ID

Job description

BT Group is seeking a Service Desk Analyst in the UK to be the first point of contact for managed customers, logging incidents, providing diagnoses, and ensuring swift resolutions and clear updates throughout the lifecycle.

You will work within ITIL-aligned processes, collaborating with internal resolver teams and third-party suppliers to meet SLAs and drive service quality. Training and career development are available as part of a comprehensive benefits package including pension and leave.