Senior Service Desk Analyst with Italian

Job Title: Senior Service Desk Analyst with Italian

Req ID: 60545

Job Function: Customer Service

Posting Start Date: 17/07/2026

Posting End Date:

Division: BT International

Job Location: HUN Budapest ONE

Advertised Salary: Competitive

About BT

BT Group is the UK's leading communications group and the holding company behind some of the country's most recognised brands - including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
BT Group's role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.
Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next - simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.
We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country's most important companies.

About the role

Location: Budapest | Type: Full-time | Work Model: Hybrid (3 days office, 2 days home)
Shift Work: Yes, rotating schedule to support international clients
Languages Required: Fluent Italian and English

Are you fluent in Italian and English with a passion for solving problems and helping customers? Are you tech-savvy and eager to work in an international team supporting global clients?

Join BT as a Customer Service Technical Advisor and play a vital role in supporting enterprise clients across the world by delivering fast, professional, and high-quality technical support. You'll be the bridge between customers and technical teams, helping resolve incidents, provide clear communication, and ensure service excellence.

This is your chance to build a global tech career from our dynamic Budapest office - with flexibility, development opportunities, and fantastic benefits.

What you will be doing (Role Accountabilities)
• Be the first point of contact for customer-reported technical issues and service requests
• Triage and assign incidents, track progress, and ensure timely resolution based on SLA targets
• Keep users and internal teams informed with clear and timely updates
• Coordinate and escalate issues with technical resolver groups as needed
• Apply ITIL best practices and internal processes to deliver consistent quality service
• Maintain accurate documentation and follow-ups on all cases
• Monitor resolved cases until they are closed with correct closure codes and priority
• Follow up high priority cases making sure suppliers and resolvers are chased constantly and SLAs are met.

What you'll need to succeed (Skills & Experience)
Must-Have Skills:
• Fluency in Italian and English (written and verbal)
• Excellent customer communication and interpersonal skills
• Problem-solving mindset and attention to detail
• Basic understanding of IT environments or willingness to learn quickly
• Flexible attitude to support rotating shift work, including night shifts and weekends

Nice-to-Have (Not Mandatory):
• Experience with network monitoring or troubleshooting
• Familiarity with Cisco technologies or certifications

BT Group's Behaviours

Customer First - Prioritize customer needs in every decision and action.
Challengers - Challenge the status quo and bring innovative ideas to life.
Committed - Own outcomes and deliver with integrity.
Clear - Communicate openly and simply, ensuring alignment.
Connected - Collaborate across teams to achieve shared goals.

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world's leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it's about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you'll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.