BT Service Desk Analyst in Bangalore, India

Purpose Of Role:

Acts as First point of contact, technically sound who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating Incidents & Service Request and uphold all 3 BT values) such that customers who contact or are contacted are left ‘delighted’ with a positive experience.

Key Responsibilities:

  • Works on the IT helpdesk and responds pro-actively to resolve customer issues.

  • Manage supplier activities (e.g. Raise & Dispatch faults to 3rd party agents for meeting our service level agreements).

Business Impact:

  • High impact on customer satisfaction and retention.

Authority/Decision Making:

  • Refers non-standard/ or highly technical queries/decisions upwards.


  • Understand the BT products and services that they represent to a solid ‘basic’ level (e.g. same as Local IT employees) and in-depth BT's operational/service processes.

  • Due to the technical nature of their work, 1-2 months of formal training is required and these people are not 'script-driven' call centre types but “Process driven” Operations.

  • Good Communication skills ( Written & Spoken English).

  • Exposure / Basic Knowledge in OS(Windows 7,8 & 10, SSCM, Anti-Virus) , MS package( Outlook ,O365, Skype, MS Team, Hello for Business etc) , MDM , VPN & remote connectivity, Hardware(Laptops , Printers, Handheld devices), SharePoint, Password reset.


  • Technical background ( BCA, BSc , B-Tech/BE, MCA, Science Graduate & Graduates )

Job: Customer Service and Contact Centres

Title: Service Desk Analyst

Location: India-India-Bangalore-Bangalore

Requisition ID: 93507