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BT Group Hiring for Service Desk Analyst at Calcutta Full Time
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Service Desk Analyst
Job Req ID: 10834
Posting Date: 02-Feb-2023
Function: Customer Service
Location:
Rajarhat, North 24 pgs, Kolkata, India
Rajarhat, North 24 pgs, Kolkata, India
Salary: within range
Recruiter:
Hiring Manager:
Career Grade:
Internal Closing Date:
About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.
We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT.
We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT.
Why this role matters
Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.
- The difference you can make in this role is to provide great communication skills and positive attitude to give our customers the best experience possible.
- As a desk we offer the services of email, phone or portal so the customers have multiple options to access us as a desk that is preferable to them.
What you’ll be doing
Service Operations is responsible for providing the end-to-end, day-to-day operation of the systems and tools needed to support the Services.
This is a mission critical customer service which is heavily reliant on the first line customer facing role. The role holder must be trained to hold good (specific) customer business knowledge and the relevant skill set, in order to positively manage all customer interactions in line with the agreed policies, processes and procedures and to meet a number of defined contractual and KPI obligations. This role will need you to manage emails, telephone ingress and queue based systems and also be external and internal customer facing.
You’ll be Responsible:
- To receive calls from UK based customers and respond to customer service issues in a professional and efficient manner
- To make outbound service calls to UK based customer in response to service issues or queries
- Managing all email call/request ingress to enable email to be a clean and working method of
placing incidents and requests
- To handle customer Incidents/ Service Request which require voice and written contact with the customer.
- To ensure that the customer receives an excellent experience through the highest standard of English language interaction over the call
- To ensure prompt and accurate response to customer issues
- To achieve operational targets as defined by the customer units
- To maintain queue levels to agreed SLA targets levels
- To achieve and maintain a good knowledge/capability of BT systems which are used for the role
- To highlight to queue owners, line management and offline support teams any issues that may affect customer satisfaction and share best practice within the team
- To complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service
- To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team
- Share best practice within the team and across the relevant community
- Adhere to relevant shift patterns
- Take responsibility for personal development and drive own performance
- To manage incidents with all 3rd party vendors
- To manage incidents with internal customers
- Perform service assurance across the Service Desk
- To proactively manage aged incidents working with the Operational Leads
- To act as the main distribution for call ingress throughout S1 evenly
- To identify, record and report against non-registered items and chargeable incidents
- To monitor and track the progress of incidents/Service requests
- To offer general advice and guidance to customers and users
- To maintain relationships with interfacing business functions and IT departments
- To implement escalation procedures as appropriate
- To achieve the maximum personal KPI
- To assist the team in achieving set targets
- To effectively manage customer interactions and ensure customers are kept up to date with the latest information
- Understanding of the technologies we use
- Strong ability to follow and understand processes
The skills & experience you need
SKILLS/CAPABILITIES:
- Customer facing; empathise with users, good interpersonal skills, display active listening, polite telephone manner, be courteous
- Business awareness; display a working understanding of the business environment, appreciation of the business applications
- Logistical; articulate & methodical, numerate & literate, good time manager, good team worker, be able to multitask be punctual and have initiative
- Technical Skills; ability to use internal systems in relation to the role, Active Directory, Remedy and Cisco
- Basic understanding of ITIL V4 Foundation
CROSS FUNCTIONAL WORKING:
- To aid the successful delivery of all Support Centre objectives where possible
- Provide feedback to the management team on all areas of performance within your responsibility and escalate any issues which are not addressed appropriately to the Operational Leads
CONTINUAL IMPROVEMENT:
- Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role
- Demonstrate innovation within your role suggesting ways of improving customer satisfaction and generating additional business for the company
MANDATORY REQUIREMENTS OF THE JOB HOLDER:
- Identify potential business opportunities for the Company
- Accurately implement and work in line with Company policies and procedures
- Project a professional image at all times
- Maintain professional standards of quality of work, personal presentation and personal conduct in relation to yourself and your team
- Maintain an accurate diary, utilising communications equipment and remain as accessible as possible throughout the working day
- Ensure that you obtain permission before incurring costs for which you expect the Company to reimburse you
- Ensure that all Company matters are kept confidential by you at all times
- Ensure all administrative returns are made on a strict and regular basis
- Take good care of all Company supplied tools and equipment
- Carry out duties in accordance with the Company’s Equal Opportunities and Health & Safety Policies
- Carry out additional responsibilities as requested by the Management Team
Who is the BT Group
We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
We’re the leading communications provider with customers in 180 countries. Across the world we enable customer’s digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..