Service Operations Specialist

3 weeks ago

Cardiff, Cardiff, United Kingdom BT Group Full time

Recruiter: Jayson Coley-Wynters

Career Grade: Team Member + Shift Allowance

Location: Cardiff

PLEASE NOTE: This role requires SC Clearance, so eligibility is necessary.

Job Overview

This position is essential for our operations, providing daily support across data technologies for our clients, ensuring the stability of the live environment to prevent any disruption to critical business functions. This is a Full-Time role.

Importance of the Role

This position is vital to our organization, as the service desk represents one of the primary points of interaction with our customers. Delivering exceptional customer service is paramount, ensuring that every engagement is of the highest standard, leading to effective technical resolutions at the first point of contact.

Key Responsibilities

  • Deliver highly professional customer service interactions.
  • Develop and maintain knowledge management resources and local operational instructions.
  • Address escalations and manage complaints effectively.
  • Oversee Priority and Major incidents.
  • Conduct diagnostics up to the third line, including router diagnostics.
  • Serve as a Subject Matter Expert (SME) for clients and their solutions.
  • Perform technical diagnostics and resolve incidents at the first point of contact whenever feasible.
  • Provide training to team members on new products and services.
  • Take a lead role on products and services, offering a high level of technical expertise to both internal and external customers.
  • Engage in personal training and development aligned with departmental needs and the Personal Development Plan established with the Line Manager.
  • Execute shift tasks as outlined in the task list or as directed by your line manager.
  • Act as a focal point for proactive and reactive service monitoring as appropriate.
  • Coordinate the management of services to meet agreed service levels.
  • Monitor the network, respond to alerts, and manage incidents.
  • Log and progress incidents and inquiries.
  • Investigate and diagnose incidents and technical issues; coordinate incident resolution.
  • Analyze incidents to identify trends and issues; collaborate with third-party suppliers and subcontractors to resolve problems.
  • Provide regular progress updates to relevant organizations throughout the incident lifecycle.

Required Skills

  • Strong communication skills – both verbal and written.
  • Exceptional customer service abilities.
  • High level of IT literacy.
  • Capability to achieve Cisco CCENT level accreditation or equivalent if deemed necessary.
  • Ability to resolve issues promptly while updating knowledge and local working instructions for the team.
  • Proactively manage customer interactions and escalate as necessary.
  • Take ownership of complex customer issues with minimal management support.
  • Exhibit role model behaviors in line with the responsibilities of the position.
  • Collaborate effectively as part of a team, including first-line teams and broader internal staff.

Desired Experience

  • Strong communication skills – Mandatory.
  • Proven customer service experience – Mandatory.
  • Demonstrated technical proficiency, ideally at Cisco CCENT level or equivalent – Preferred.
  • Proficient IT literacy – Preferred.
  • Experience managing complex technical customer issues – Mandatory.
  • Familiarity with service management tools – Mandatory.
  • Good understanding of IT technologies – Mandatory.
  • ITIL4 Foundation certification – Preferred.

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