Service Desk Technician

1 month ago


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

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


Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.



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