IT Helpdesk Professional

4 weeks ago

Hatfield, Hertfordshire, United Kingdom BT Group Full time
Job Overview

This Technical Support Analyst position plays a critical role in delivering exceptional customer service with a focus on 100% customer centricity. The successful candidate will work onsite three days a week in Hatfield and two days from home, ensuring seamless customer interactions.

The key responsibilities of this role include:

  • Providing highly professional customer service interactions
  • Creating and maintaining comprehensive knowledge management systems
  • Closing the loop with escalations and complaints
  • Completing up to second-line diagnostics including router diagnostics
  • Providing subject matter expertise for customers and solutions
  • Performing technical diagnostics and resolving incidents at first point of contact where possible
  • Training team members on new products and services
  • Leading product/service initiatives providing high-level technical expertise to customers internally and externally
  • Undertaking personal training and development aligned with departmental needs and Personal Development Plan agreed with Line Manager
Key Requirements
  • Able to achieve Cisco accreditations (preferred but not essential)
  • Ability to resolve issues promptly
  • Proactively manage customer interactions and escalate as necessary
  • Own and resolve complex customer issues with minimal management support
  • Proficient IT literacy with good knowledge of IT technologies
  • Manage complex technical customer issues
  • Experience with service management IT tools
  • ITIL4 Foundation certification (desired)
  • Network knowledge and understanding (desirable)
  • Strong problem-solving and analytical skills
Our Benefits
  • 22 days annual leave (inclusive of bank holidays)
  • BT Share Plan
  • Discounted BT products including TV, Broadband, and Mobile
  • Flexible working arrangements
  • World-class training and development opportunities

Salary: Up to £31,950 per annum.

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