Technical Support Analyst

3 days ago


Hatfield, Hertfordshire, United Kingdom BT Group Full time
IT Support Specialist

Business Unit: Business

Location: Hatfield Business Park, Hatfield, United Kingdom

Annual Compensation: £31,950

This strategic role in our organization focuses on delivering superior customer service. Ensuring every interaction meets the highest quality standards leads to efficient technical issue resolution at the initial point of contact.

A split between onsite and remote work requires adaptability and a strong commitment to achieving excellence. Pursuing Government Security Clearance to SC level is obligatory, necessitating a minimum of five years' residency in the UK.

About the Position
  • Foster exceptional customer relationships through professional and courteous interactions
  • Design and maintain comprehensive knowledge bases for optimal efficiency
  • Closely monitor escalated issues and address complaints effectively
  • Conduct detailed analysis and resolution of complex technical problems using advanced diagnostic techniques
  • Offer expert guidance to customers and stakeholders
  • Deliver in-depth training to colleagues on new products and services
  • Utilize advanced technical knowledge to provide premium customer experiences
  • Pursue ongoing learning and skill enhancement aligned with departmental objectives and individual development plans
Essential Skills and Qualifications
  • Cisco certifications are advantageous but not compulsory
  • Efficient issue resolution and effective time management
  • Proactive management of client interactions and escalation as needed
  • Expertise in resolving intricate customer issues with minimal supervision
  • Strong technical aptitude and knowledge of IT systems
  • Management of complex technical customer issues
  • Proficiency in service management software
  • ITIL4 Foundation certification is beneficial
  • Knowledge of network infrastructure and protocols
  • Excellent analytical and problem-solving skills
Benefits of Working with BT Group
  • Competitive holiday entitlement
  • Participation in the BT Share Plan scheme
  • Discounts on BT products and services
  • Flexible work arrangements for improved work-life balance
  • Access to world-class training and development programs


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