1st Line Engineer

The 1st Line Service Desk Engineer role has the responsibility for acting as the single point of contact for Enterprise Managed Service customers, specifically the London Borough of Bromley in this instance. This role has the responsibility for vetting all incoming workflow in to BT Enterprise Managed Services and answering telephone ingress as necessary and logging alerts/events and emails whilst maintaining a consistently high level of customer service.

You will also be responsible for ensuring that all ingress is logged, diagnosed, vetted and escalated as appropriate (technical and customer escalation). As a 1st Line Service Desk Agent you are responsible for identifying the correct resolver group within BT EMS and also externally with our 3rd party vendors on the account as well as resolving what you can at first point of contact in line with our FTF SLA.

1. Ensuring that reported faults and Service Requests are responded to and resolved in line with customer SLAs
2. Effectively managing 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs
3. Providing an effective, professional response and solution(s) to reported Incidents / Requests. Offer general guidance and advice to users
4. Achieving maximum personal KPI’s and Call Quality objectives, whilst assisting the team in achieving set targets such as first contact fix and mean time to resolve
5. Carrying out additional responsibilities as requested by the Operational Co-ordinator/Service Desk Manager / Operations Manager

1. Good interpersonal skills, polite telephone manner, effective communicator at all levels. Effective listening skills and excellent attention to detail
2. Ability to work to deadlines and work as part of a team whilst prioritising own workload and often be self-reliant
3. Working well under pressure, good time manager, good team worker, ability to multi-task. Remain professional, tenacious and persevering in all situations
4. Understanding of the workings of a Service Desk and ITIL aligned processes
5. Knowledge and appreciation for customer environment and challenges would be advantageous

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:

• 22 days annual leave (plus bank holidays)
• Generous pension scheme
• BT Share Plan
• Discounted BT products including TV, Broadband and Mobile
• Flexible working arrangements

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.