Service Ops. Professional - Part time / Full time

This role is critical to our business with service desk being one of the most common customer interactions. We have to 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. This role will be based in Cardiff. Hybrid (3 days office based & 2 days remote) Mon-Fri 9am-5pm. SC NPPV3 Clearance must be obtainable. Must be resident in the UK for 5 years or more.What you'll be doing

• Highly professional customer service interactions
• Create and maintain knowledge management/local working instructions
• Close the loop with escalations and complaints
• Complete up to 2nd line diagnostics including but not exclusive to router diagnostics
• Perform technical diagnostics and resolve incidents at first point of contact where possible
  
  Problem Solving
• Technical Support
• Escalation
• Incident management
• Decision Making
What we'd like to see on your CV
• Evidenced technical ability ideally - Mandatory
• Managing complex technical customer issues - Mandatory
• Good Knowledge of IT technologies - Mandatory
• Experience of service management IT tools - Mandatory
  
  With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.
• Competitive salary
• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• On-call allowance
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100's of retail discounts including the BT shop
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. #LI-Hybrid