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British Telecom
,
Exeter, Devon
Customer Service Desk Analyst
Overview
Job Description
Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours. About this role As a Single Point of Contact the Customer Service Desk is therefore required to function as both front line technical support and in a customer service capacity for non-support requests. This means handling a wide variety of requests. Most Force software (250 applications) is bespoke for this constabulary or particular to the Police environment and training will be required to resolve or field requests related to Force Systems. The Customer Service Desk will either resolve a fault or look to add value by trouble shooting a fault within 15 minutes. To assist in this, the Customer Service Desk has access to the Configuration Management Database, Active Directory, remote access to Force Clients and Servers and a level of access to Force Systems to resolve common data issues. COVID-19 Notice : We've changed our recruitment process so that we can continue to offer exciting opportunities in BT. We've moved to 'virtual hiring' until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety. You'll have the following responsibilities * To provide technical First Line Support and resolve a high percentage of incoming IT Support requests calls upon the first contact. * To answer incoming calls and record details of fault / request on Service Now - a high level of detail and accuracy is required. To appropriately fulfil or field all requests that comes through to the Customer Service Desk. * To follow procedure, maintain documentation and standards and to collate and submit asset information as required. * Assess business impact of IT Incidents and accurately assign SLA and follow escalation procedures as directed. * Assign unresolved incidents to the correct internal support team or invoke 3rd party support (potentially some 60 organisations) and monitor the progress of those incidents * Communicate status updates to users and carrying out quality checks of the Documented Incident and customer satisfaction surveys when closing resolved Incidents. * To work under the direction of the Customer Service Desk Manager and Customer Service Desk Team Leaders to meet Contact Management and Incident * Management SLA's and in providing accurate management information and reports. * To use the Knowledge Base and contribute to keeping it relevant and up to date. * To be fully conversant with Incident Management and CSC SLA's and supporting documentation. * Any other duties required to meet the SLA's/KPI's and Business Objectives of the Customer Service Desk. You'll have the following skills & experience * A keen interest in IT and a decent working knowledge of computers and related technology. * A willingness to use initiative and provide a personal service to individual customers if required. * The ability to demonstrate teamwork and being respectful of others. * History within a Customer Service environment and an excellent level of communication via phone and email. * To be able to learn quickly and calmly manage a workload within a high pressure environment. 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 ...