Overview
You will be responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction for the client and will work as part of a 24x7x365 shift basis.
* This role profile is not designed to be a comprehensive listing of all activities, responsibilities and tasks associated with the role, therefore these may change from time to time.
* Ensure compliance with Bell’s data protection and information security policies.
* Be aware at all times of diversity and inclusion and acting in line with Bell’s core values.
Responsibilities
* Utilise customer provided tools to handle multi-channel contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
* Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
* Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
* Understand and respond to feedback from ticket quality reviews
* Monitor announcements to ensure you have the latest information regarding outages and procedure updates
* Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
* Complete mandatory training as required
* Simultaneously switch between functions according to call/chat volume at the time
* Demonstrate a commitment to continuous service improvement by actively identifying opportunities of enhancement. Ensure that both internal teams within Bell and customers have a positive experience with the Service Desk every time
Qualifications
* Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
* Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
* Professional/flexible approach to work; ensuring punctuality, tidiness and diligence with the aim to provide our customers with the best possible service
* Disciplined prioritisation, time management and scheduling abilities both for projects and individual tasks
* Willingness to learn quickly and adaptable as the situation requires
* Strong attention to detail and accuracy
* Have the ability to work under pressure in fast-paced environment and ensure agreed targets are met
* Strong emphasis on delivering an excellent customer experience
* Ability to learn new skills while following agreed operating procedures
* Have a logical approach to problem solving
Experience
* Previous experience working in a 1st Line IT support environment
* Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
* Experience working in a Contact Centre
* Customer service and administration
* Experience adhering and working towards agreed SLAs and KPIs
* Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skill
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