IT Service Desk (network remote support)
As an advanced apprentice, you will be equipped with the tools, capability, product & service knowledge to help sustain high levels of service availability for our global Business customer base.
Working with local and global suppliers, you’ll learn to use your skills and judgement to make the right calls for both customers and BT, in terms of service and brand.
You will be based in one of our state of the art iNOC (Network Operating Centre) where you will be part of an engaged and focused technical team delivering services to some of the UK’s critical customers. We work with lots of different companies: from the NHS, to financial and retail customers, and everything in between.
Much of our work is critical, so it is important that the first person a customer speaks to is able to converse on both a human and a technical level to help to quickly get to the root cause of the problem and be able to understand the impact and react accordingly. For example, the NHS contract links all sites and services together and is currently used by over one million NHS employees. Without our network, operations cannot take place and prescriptions cannot be issued.
Operational support is an excellent place to start your career- whether it’s working at the front line or working within one of our ITIL process teams BT has a fantastic track record with business customers in this area so if you are interested in stepping into this arena we would love to hear from you. We also interface with many other parts of BT including supplier management, business relationship management, availability, capacity and problem management in addition to third party suppliers so it’s a great place to gain a good understanding of the many facets of the organisation.
For our advanced programme you will work towards an ICT level 3 qualification.
Training and support
With our fantastic training and ongoing support, you’ll not only learn the ropes but you’ll develop personally as well:
- Relating to customers – you’ll already be a people person, a great listener and you’ll only get better at this.
- Keeping calm – customers might be upset or frustrated, but you won’t let this get to you. You’ll develop understanding, listening and how to diffuse difficult conversations.
- Owning it – you’ll know our systems, products and services inside-out and you can use your newly developed technical skillset to solve faults yourself and work with local & global suppliers to provide high levels of service availability to our end customers.
- Accredited – you’ll gain industry recognised technical and ITIL accreditation. This will prove dividends when furthering your career in BT