Friday , December 4 2020

Bt Job Vacancies – Shift Customer Service Analyst

Job Description:

As a single point of contact the Customer Service Desk is therefore required to function as both front line technical support and in a customer service capacity for non-support requests.

Job Responsibilities:

  • Communicate status updates to users and carrying out quality checks of the Documented Incident and customer satisfaction surveys when closing resolved Incidents.
  • Management SLA’s and in providing accurate management information and reports.
  • To use the Knowledge Base and contribute to keeping it relevant and up to date.
  • To answer incoming calls and record details of fault / request on Service Now – a high level of detail and accuracy is required. To appropriately fulfil or field all requests that comes through to the Customer Service Desk.
  • Any other duties required to meet the SLA’s/KPI’s and Business Objectives of the Customer Service Desk.
  • Assign unresolved incidents to the correct internal support team or invoke 3rd party support (potentially some 60+ organisations) and monitor the progress of those incidents
  • To be fully conversant with Incident Management and CSC SLA’s and supporting documentation.
  • To work under the direction of the Customer Service Desk Manager and Customer Service Desk Team Leaders to meet Contact Management and Incident
  • Assess business impact of IT Incidents and accurately assign SLA and follow escalation procedures as directed.
  • To follow procedure, maintain documentation and standards and to collate and submit asset information as required.
  • To provide technical First Line Support and resolve a high percentage of incoming IT Support requests calls upon the first contact.

Job Requirements:

  • History within a Customer Service environment and an excellent level of communication via phone and email.
  • A willingness to use initiative and provide a personal service to individual customers if required.
  • To be able to learn quickly and calmly manage a workload within a high pressure environment.
  • A keen interest in IT and a decent working knowledge of computers and related technology.
  • The ability to demonstrate teamwork and being respectful of others.

Job Details:

Company:  BT

Vacancy Type:  Full Time

Job Location: Licester, England, UK

Application Deadline: N/A

Apply Here

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