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Team Leader - Service Desk (Shift)

Posted: 19 Jan 2022 Closes: 29 Jan 2022
Exeter, United Kingdom Competitive with great benefits
Permanent & Full-time 1466009597

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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

You will be responsible for supervision of the Customer Service Desk Analysts within the 24/7 team and have a key focus on ensuring that service is maintained, alongside acting as the incident manager for priority incidents impacting the customer.

This is a great opportunity to further your career in a busy technical service desk environment, leading a team to deliver amazing service.

You'll have the following responsibilities

• Managing deployment of resources to meet user / service level demands either from within team or through on-call rotas /escalation to other support teams.

• Monitoring and reviewing quality of service delivered

• Maintenance of all records relating to roles, actions or procedures i.e. asset registration, call logs timesheets etc. as detailed in current working practices or procedures

• Production of complete handovers and daily briefings

• Operating within agreed security frameworks

• Updating Problem Management on emerging trends obtained by reviewing incident data

You'll have the following skills & experience

• Experience of working within a Service Desk.

• Incident and Major Incident Management

• Understanding of the ITIL framework, ideally foundation accredited

• Management of P1/P2 incidents.

• Strong communication skills

• Great organisational skills

• Customer Service focus

• Ideally, you'll also have working knowledge of some or all of the following: Windows OS, SCOM, Citrix, Equitrac, Mobile data, Endpoint security, Exchange online and applications such as Storm, Unifi or DIR


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. Benefits of working for BT include:

- Competitive salary and on-target bonus plan

- World-class training and development opportunities

- Discounted broadband, mobile and TV packages

- Share option and pension scheme programmes

- Flexible benefits to fit around you

BT is an equal opportunities employer. We're working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be - so, if you're selected for an interview, please let us know if there's any adjustments we can make that would be helpful for you.

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!
If you would like help and advice about applying for this role please visit the Career Hive

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If you would like help and advice about applying for this role please visit the Career Hive