You will be 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.
Responsibilities
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
Qualifications
Person:
Self-starter and problem solver who can work independently using your own initiative but also a proactive and dependable team player
Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation
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
Experience:
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