BT Jobs 2023 – Technical Professional

About the job

Job Req ID:

1721

Posting Date:

30-Sep-2023

Function:

Service

Location:

Riverside Tower, Belfast (N.I), United Kingdom

Salary:

Competitive + Excellent Benefits

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.

About The Role

• To be responsible for the quality of product training delivery requirements within the MCS Hubs in order to enhance the workplace experience and continually improve the quality of performance and productivity of all people.
• To coach and develop all teams to be fully effective in their role.
• To support the delivery of products by providing training, coaching and support, showing best practice across sites.
• To improve the knowledge and skills for each person through regular coaching.
• To support the management team through best practice policy

Responsibilities

• To Manage, Lead and coordinate training and upskilling activities for the below groups of people.
• 1st line Service Desks
• Apprentices
• New Entrants
• ITIL Functions
• Other areas needing an overview of managed services
• To create the training material / local work instructions / Guides / Knowledge for groups of people across both Commercial and Secure and other supporting systems/ tools to include
• Functionality of our main tools for new entrants i.e SNOW, Remedy/ SRMP/ mailflow, Siebel, Entuity, TSOM etc
• Practical application of ITIL processes and procedures
• Troubleshooting processes and procedures for all products coming into 1st line desk
• Appropriate triage training
• Documenting processes for managing existing responsibilities of service desk i.e change process/ mailbox management etc
• GBH training to include expedio training and troubleshooting steps which should be carried out.
• To carry out the above training for the specific groups of individuals within a classroom or virtual environment
• To develop a training plan for individuals based on Managed Services strategy and growth areas
• Create a quality checklist on expected standards of work across the above groups of people which individuals would be expected to adhere to once appropriately trained
• Mentor/ coach team on Shared service processes and procedures to help deliver and improve on KPIs
• Contribute to leadership and general management of BT Managed Services.

Skills And Experience

• Good communication skills at all levels – Great Conversations abilty to train all team members and input to CI Silver/Gold
• Excellent understanding of training and coaching techniques
• High level of customer service
• Good PC skills and a good working knowledge of applications used within EMS Hubs
• Enthusiasm and flexibility
• Adaptable to change and challenges of a fast moving environment
• Able to work under pressure with interest and enthusiasm in a challenging environment
• Ability to work on your own initiative
• Ability to work as a team at all levels
• Excellent administration and organisational skills
• Ideally have previous experience on an Incident Service Desk, support role or customer service role in an ITIL environment.
• Experience in dealing with both internal & external customers at various levels.
• Operational background, with excellent customer facing skills.
• Ability to translate technical information into stakeholder business speak, highlighting risk & action plan to address.

Benefits

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
• 25 days’ annual leave (not including bank holidays)
• Discounted broadband, mobile and TV packages
• Share option and pension scheme programmes
• Flexible benefits to fit around you

Flexible Working

This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

About British Telecom

We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..