Overview
The Service Desk Technician is 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.
Shift available is 04:00am-13:00pm Tuesday-Saturday GMT. This is a fully remote role. 6 month FTC with view to go permanent based on performance.
The Role
* 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
Experience & Skills:
* 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 skills
Why Join Bell
* We prioritise internal development opportunities and offer access to our Udemy training platform
* Competitive Salary
* Flexible remote working and a supportive environment for varying personal circumstances
* A diverse and inclusive work culture
* Modern vibrant workplaces
* Company pension
* Private healthcare/dental care
* Cycle to work scheme
* And much more!
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