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This role is critical to our business with service desk being one of the most common customer interactions. We must deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in technical resolution of issues at the first point of contact.

Our contract specifically deals with Welsh Government organisations to include blue light services, so accuracy and urgency are paramount to restoring services.

1. Full incident management and undertaking shift tasks as per the task list or as requested to do by your line manager
2. Creating and maintaining knowledge management / local working instructions
3. Performing technical diagnostics and resolve incidents at first point of contact where possible to include investigating and diagnosing of incidents / technical problems up to 3rd line
4. Leading role on products / services, providing high level of technical expertise to customers both internal / external to include other team members
5. Providing a focal point from which the service is monitored proactively and / or re-actively as appropriate across the network, responding to alarms and managing incidents

1. Excellent communication, IT literacy & customer service skills – verbal / written
2. Capability to achieve Cisco CCENT level accreditation or equivalent
3. Ability to resolve issues in a timely fashion but also to update knowledge / questions / LWI’s for the rest of the team
4. Proactively own and manage customer interactions and escalate as appropriate
5. The successful candidate must be willing to undergo SC clearance (or already have it) which ideally requires residence in the UK for a minimum of 5 years or be a British Citizen

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

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.