# Service Desk AnalystJob Req ID: 51112Posting Date: 23 Sept 2025Function: ServiceUnit: BusinessLocation: Endeavour Sheffield, Sheffield, United KingdomSalary: £30,610Job Req ID: 51112Posting Date: 23rd September 2025Function:

ServiceLocation:

SheffieldSalary: £30,610 + great benefits## Why this job mattersAs a Service Desk Analyst, you''ll be the first point of contact for our customers; you’ll be the voice and face of BT — making every interaction count. Your work ensures seamless communication, timely support, and a positive customer experience that directly impacts their business success. It’s more than a support role; it’s a gateway to a career in IT, offering exposure to new technologies, diverse users, and the wider BT business.**Please note this role requires SC (Security Clearance) / NPPV 3 which will require a minimum of 5 years working history in the UK to be eligible.**## **What you''ll be doing*** Managing all incoming tickets and calls, ensuring timely responses, SLA adherence, and swift resolution or escalation of incidents and service requests.* Proactively monitoring customer IT estates to detect and address issues before they impact service, including high-priority incident handovers to the Major Incident Management team.* Providing professional, effective first-line support with a strong focus on restoring service quickly and delivering world-class customer experiences.* Collaborating with 3rd party suppliers and internal resolver teams to ensure prompt action and optimal performance across all touchpoints.* Taking ownership of your development, tools, and performance—consistently meeting personal KPIs while contributing to a culture of continuous improvement.## **Key skills*** Strong interpersonal skills with a polite telephone manner and the ability to communicate effectively at all levels.* Solid understanding of Service Desk operations and ITIL-aligned processes, with the ability to prioritise tasks and meet deadlines under pressure.* Proven experience with Active Directory, Exchange, O365, and administration of Microsoft products such as Teams, SharePoint, and Windows Server.* Excellent listening skills and attention to detail when handling 1st line queries, requests, and faults.* A proactive team player with a professional and resilient attitude, capable of working independently and managing multiple tasks simultaneously.## **What we''d like to see on your CV*** Experience of working on a 1st line service desk or service request analyst, as well as a customer-focused environment.* Essential communication skills, maintaining relationships, standards of quality of work, personal presentation and personal conduct* Use of Microsoft Applications such as Office 365, Exchange, Teams, Skype etc.* Experience in Microsoft Server Administration, including Active Directory, SCCM (preferred).## **Benefits**•

Competitive salary

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BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%

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On-call allowance (Depending on role requirements)

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22 days annual leave (not including bank holidays), increasing with service

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Huge range of flexible benefits including cycle to work, healthcare, season ticket loan

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World-class training and development opportunities

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From January 2025, equal family leave:

receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.

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Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.

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24/7 private virtual GP appointments for UK colleagues

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2 weeks paid carer’s leave

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World-class training and development opportunities

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Option to join BT Shares Saving schemes.

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Discounted broadband, mobile and TV packages

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Access to 100’s of retail discounts including the BT shopFlexible 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.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.**A FEW POINTS TO NOTE:**Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We''re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you''re excited about this role but your past experience doesn''t align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.#J-18808-Ljbffr