BT Service Desk Engineer in Belfast, United Kingdom

Service Desk Engineer


Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

The primary responsibility for a Service Desk Engineer is to provide support for our customers. This support will involve supporting end users with IT related issues via Email and Phone to ensure their issues is resolved as promptly as possible. A good understanding of networking/telephony is required to support our customers as we must ensure to provide excellent levels of customer service to all.

The role will involve triaging of customer incidents, first line resolution where possible, following the ITIL recommendations and escalating when necessary. The role has expanded to involve a number of administrative activities such as responding to customer emails and support of government contracts. We must also make sure to never let a colleague fail, we are here to support the customer and the team. You are encouraged to take ownership of incidents and will be expected to act with professionalism and integrity when working with customers and colleagues.

What you'll be doing

  • To provide good customer service and administer customer requests in an ITIL based environment.

  • Triage customer call/emails to understand the core issue and escalate as appropriate.

  • Ensure calls are answered in a timely manner and emails are responded to with urgency.

  • Lead conference calls during major events on behalf of the 24x7 events team.

  • Proactively identify problems, perform trend analysis of repeat incidents and engage with problem teams to develop long term solutions to recurring issues.

  • Suggest improvement to the Incident Management process or team processes to help the team and customer.

  • To correctly triage and diagnose network and other IT related issues before escalating to second line. Collect as much relevant information as possible before escalating.

  • Document actions and owners during team meetings you may be involved in and weekly Incident reviews, communicate to all relevant stakeholders.

  • Ensure action taken to meet or exceed agreed operating objectives and goals.

  • Participate and encourage working with other teams and business units when required to ensure business and customer demands are facilitated.

  • Resolve and balance resource allocation issues to maximise contribution.

  • Maintain and influence expectations of service delivery across the business to meet SLA targets.

  • Drive the team and business unit to achieve continuous improvement across a range of indicators.

  • Implement company policies and procedures within the team.

We'll also need to see these on your CV

  • Experience in successfully contributing to the management of service support teams within a busy & complex ICT service centre environment

  • Cisco ICND1 accredited essential

  • ITIL accredited (Desired) with a strong understanding of ITIL “Best Practice” Principles and experience in deploying support strategies, processes and supporting technology in line with ITIL Best Practice Framework

  • Excellent interpersonal and customer relationship management skills

  • Strong people and project management skills.

  • Understands the business domain, customer positioning and prevailing technologies.

  • Ability to work well under pressure.

  • Industrious attitude who is a real team player.

  • Cisco CCNA accredited (Desired)

Why choose us?

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Job: IT & engineering

Title: Service Desk Engineer

Location: GBR %26 Ireland-GBR-Antrim-Belfast

Requisition ID: 89376