Voice Analyst Level 1 Job Req ID: 46028 Posting Date: 10 Apr 2025 Function: Service Unit: Business Location: Building 31, Budapest, Hungary Salary: Competitive **Job Req ID: 46028** **Posting Date: 10/04/2025** **Function: Service** **Location: Budapest, Hungary** **Shift Work** : The role requires flexibility to work in scheduled shifts to ensure coverage across different time zones. **On-Call Rotation** : Participation in an on-call rota maybe required, which may include responding to urgent issues outside of regular working hours. **Please note that this role requires colleagues to work in shifts and is based in Budapest ( with hybrid working element to it 3 days from the office and two days from home).** **Why BT?** We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed. Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport. Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future. **Key Responsibilities** + Working standalone and in team as part of managed projects on incoming customer requests using defined processes for provisioning + Validating incoming customer configuration service requests and implementing them using CUCM GUI or bulk admin toolset depending on the volume and nature of the query + Communicate with partners, resolver groups and field engineers providing them information and guidance aiming service restoration + Implementing (create, cease, modify) customer sites (e.g. partitions, calling search space, etc.) in Call Manager and dealing with config of analogue and PSTN gateways + Customer communication and ensure updates about progress of incidents and request to users and managers. Join crisis calls and ensure technical support for network cases + Ensure quick response to network alerts from monitoring systems, incident assignment and resolver groups engagement. + Be proactive and responsive to network alerts, events and disruptions aiming to start fault isolation and troubleshooting as soon as possible aiming to resolve them on SLA target time. + Acknowledge, update and closure incidents following all steps of incident management according to ITIL best practices aiming to resolve them on SLA target time. **Skills Required** **Soft Skills** + Ability to meet the customers’ needs in line with the business requirements + Focusing on the objectives and the required outcomes of the processes while delivering a service + Working with a cooperative and positive attitude in a group setting to achieve common goals + Ability to comprehend and to oversee various aspects of a problem or a situation + Taking the responsibility and taking care of the consequences of making a decision + Focusing on all aspects and details of a task and delivering your output with a high level of accuracy + Ability to find root causes of problems and to focus on their quick and efficient solution **Professional Skills** + Have Telecommunication skills or basic concepts in telecom. + Customer communication in English + Cisco certification + ITIL knowledge **Language Skills** + English on a Fluent Level + Any other EU Language is an advantage **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.