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Customer System Analyst

2 months ago

Portsmouth UK, Hampshire, United Kingdom Bell Integration - Driving Digital Transformation Full time

Overview

The System Analyst will provide up to L1 technical and process support by utilisation of autonomic technology to help diagnose and remediate reactive customer requests via multiple channels such as ITSM platform / phone calls / chat and emails and proactive requests via monitoring solutions. Working closely with the wider members of the delivery team in the AI and Data practice will be a key element of the role to help deliver a world class service to the clients in the practice that are from a wide range of areas in the industry.


Location: Bay House, Portsmouth

Shift: Day, Evening & Night shifts available


The Role


Responsibilities:

  • Utilise customer provided tools to handle inbound and outbound contact with 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


Experience:

  • Understanding of IT workflows and ITIL practices
  • Working with ITSM platforms
  • Min 1 Year exposure using and troubleshooting at least L1 technology support in one of more of the following area - Application / Database / Windows or Linux OS / Networks / Firewall / Storage / Backups
  • Experience working in a Contact Centre desirable with 1st line support
  • Customer service and administration


Qualifications:

  • Good verbal and written English communication
  • Previous experience working in a NOC or 1st Line Support environment is desired, though training will be provided where necessary for the right candidate
  • Demonstrable experience of delivering exceptional Customer Service
  • Positive and enthusiastic team player
  • Accurate and logical approach to problem solving
  • Ability to work under pressure to agreed targets in a fast-paced environment
  • Knowledge of Service operations and processes.
  • Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
  • 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


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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