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Service Desk Technician
4 months ago
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.
Shifts available are:
Monday-Friday 12pm-9pm
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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