Job Description

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours. There are two things that we want to share with anyone considering joining us. Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it. Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.



About this role
Front line, technically-aware customer service agents who demonstrate excellent process & operations skills (e.g. owning, driving, communicating/updating and all 3 BT values). You'll have the following responsibilities
Key Responsibilities: Your key responsibilities as a Associate Service Desk will include :

• Working on the customer service desk and managing the Operational Readiness Testing / System support function.
• Multi-tasking across various tools & applications essential to conduct the ORT checks, provide 24/7 support to manage and be the point of contact for GS portal and related processes.
• Managing email correspondence with Project Managers on ongoing Service Requests providing due feedback for quick action on ORT failures, supporting all stakeholders with multiple processes on GS portal.
• Engaging in on-call discussions with tool teams & Project Managers to sort repeat ORT failures and ensure quick turnaround in resolution of portal issues as
• Influencing correction of ORT failures and ensure quick completion of ORT.

Business Impact:

High impact on customer satisfaction and retention. Authority/Decision Making: Refers non-standard/ or highly technical queries/decisions upwards. You'll have the following skills & experience

Qualifications: Any Graduate/Post Graduate Skills/Experience:

• Understand the BT products and services that they represent to a solid ‘basic’ level and in-depth BT's operational/service processes.
• Due to the technical nature of their work, basics of networking need to be understood as the tasks are not just process driven but a gateway to Incident Management.

COVID-19 Notice: We’ve changed our recruitment process so that we can continue to offer exciting opportunities in BT. We’ve moved to ‘virtual hiring’ until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety



About BT BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT How to Apply It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!






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