Senior Service Desk Analyst with Italian

Recruiter: Viktoria Pálfi-Vincze

Hiring Manager: Nikolett Papp

Career Grade: F

Please note that this role requires the colleagues to work in shifts and sometimes during weekends.

This role is also a Full Time role however we are also open to applicants requiring part time hours.

This role has an element of Hybrid working

In case of internal application please do not forget to inform your line manager about your willingness for the internal move. Please note, that the future manager might ask for reference about you from your current line manager. Please also bear it in mind, that your salary will not be adjusted automatically, but the new Line Manager can request it via off-cycle process. In case you are not selected for the position, the Recruitment Team will let you know via email.
• You will do technical support for enterprise customers using technical skills acquired on internal trainings.
• You will support Voice and Data technology devices produced by Avaya and Cisco.
• You will coordinate the resolution end-to-end between customer, supplier, and resolver teams.
• You will be involved in managing contractual obligations with suppliers.

Required and desired skills:

Soft skills:
• Ability to meet the customers' needs in line with the business requirements
• Working with a cooperative and positive attitude in a group settings to achieve common goals
• The ability to convey information to someone effectively and efficiently while creating a good first impression and engaging the audience
• Ability to comprehend and to systematically organize the various aspects of a problem or situation
• Taking the responsibility and takes care of the consequences of making a decision
• Acting in advance of a future situation, e.g., making things happen, putting energy to solve the situation
• Good stress management skills in a fast-paced demanding field. is an advantage

Professional skills:
• ITIL and Cisco troubleshooting experience is an advantage
• Customer support experience is an advantage
• Fresh graduates are welcome
• Network experience OR French language skill is required

Language skills:
• English on a fluent level
• Italian on a fluent level is a must

Why this job matters

The Network Technician 3 assists in the delivery of hardware, configuration and fiber connectivity of interdependent scaling projects across several client locations.

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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.

DON'T MEET EVERY SINGLE REQUIREMENT?

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.