7 months ago
T1/T2 Technical Customer Support Professional/Engineer (83910)
: IT, Systems and Security
: UK & Ireland-United Kingdom-Derbyshire-Chesterfield
Salary : Competitive
: Apr 9, 2018, 10:59:00 PM
T1/T2 Technical Customer Support Professional/Engineer
Why this role matters
Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.
Fancy catapulting your career to different heights with BT Business & Public Sector Customer Services team?
BT Business and Public Sector is right at the heart of the UK economy providing cutting edge communications and IT services to around 900,000 business customers across the UK and Republic of Ireland. Right now we’re looking to grow our team of Tier 2 Technical Customer Support professionals within our Managed Customer Services (MCS) team in Barlborough. You‘ll join a diverse team of high performing technical and customer service experts, working on some key high profile, revenue generating customer contracts.
Who we are
The MCS team are part of a UK & Ireland Customer Service team in BT Business and Public Sector and we organise ourselves around the needs of our customers. We support and deliver the IT needs of large multi-million pound contracts and our ambition is to deliver a personal, simple and brilliant service which is effortless from the moment our customers place an order, through to how we deliver that order, keep their service connected, right through to billing. We have a history of supporting large scale sporting events such as London 2012 and 2015 Rugby World cup.
You’ll find us just minutes from M1 junction 30 – easily accessible from Sheffield, Chesterfield, Worksop, Derby, Rotherham and Doncaster. Our offices are bright and modern and within walking distance from local cafes and restaurants. Plus, there are major supermarkets and retail outlets within a 5 minute drive.
We are focused on having great conversations with all of our customers and aim to resolve their issue or query on their very first contact with us and as well as being able to call us, our customers can use the Livechat Portal to contact us.
What you’ll be doing
Handling incoming telephone and email faults and service requests, ensuring that all incidents and requests are logged and vetted, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs
You’ll be expected to complete the below:
Ensure that reported faults and Service Requests are responded to in line with SLAs.
Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.
Provide an effective, professional response and solution(s) to reported Incidents/Requests
Maintain relationships with contractual service providers and internal IT resolver groups.
Restore normal service to the user as quickly as possible.
Offer general guidance and advice to users.
Achieve maximum personal KPI’s and Call Quality objectives.
Assist the team in achieving set targets such as first contact fix and mean time to resolve
Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.
Be an advocate of world class customer service.
Contribute to knowledge documentation activity
Ensuring all chargeable incidents and requests are highlighted and confirmation that charges have been made prior to closure of a ticket is obtained from the Contract Team
Accurately implement and work in line with Company Policies and Procedures
Maintain professional standards of quality of work, personal presentation and personal conduct
Utilising communications equipment and remain as accessible as possible throughout the working day
Carry out additional responsibilities as requested by the Operational Co-ordinator/Service Desk Manager/Operations Manager
Ensure that all Company matters are kept confidential at all times
Take good care of all Company supplied tools and equipment
Proactive 3rd party management and quick response to associated escalations
We’ll also need to see these on your CV:
* Good interpersonal skills, polite telephone manner, effective communicator at all levels
* Understanding of the workings of a Service Desk and ITIL aligned processes
* Effective listening skills and excellent attention to detail
* Active Directory account administration.
* Exchange account administration.
* Windows Server folder administration.
* General Microsoft Windows application support and installation. SCCM deployment.
* Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.
* Experience of remote diagnosis and fixes via RDP, Bomgar or other remote control system.
* Ability to work to deadlines and work as part of a team
* Able to prioritise own workload and often be self-reliant
* Able to use own initiative and self-motivated
* Good organisational skills
* Work well under pressure, good time manager, good team worker, ability to multi-task.
* Remain professional, tenacious and persevering in all situations
* Knowledge and appreciation for customer environment and challenges would be advantageous
Why choose us?
Once you join us at BT, you’ll open the door to endless opportunities. Not only will you be joining an ambitious organisation with a welcoming and collaborative culture, but you’ll also receive world class training and development. We will motivate you to perform at your very best, help you deliver against your goals and develop your career. We focus on internal progression where possible and provide numerous opportunities to advance within the business where you can hone your skills in some of the leading technology products (eg) Cisco technologies, Agresso, Citrix, RES. You’ll have an established, proven career path and will receive support with your learning through the BT Academy. You’ll receive regular performance feedback and you’ll have clear targets.
On top of the competitive salary, you’ll also receive 25 days annual leave, discounted broadband, mobile and TV offerings, 50% of cinema tickets and access to lots of further discounts.
There will also be plenty of opportunities to give back to your local community by taking part in our volunteering events, including locally supported charity events. Or you could even organise your own.
At BT, we’re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences. We’re happy to consider ways of working that will mean you can perform at your best. If you want to talk about working part-time or as a job share in this role, please apply and we’ll do our best to get the balance right.