Direct message the job poster from Bell Integration - Driving Digital Transformation
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.
This is a 6 month Fixed Term Contract with the opportunity or extension/permanent employment, Hybrid working with 2 days a week expectation to our Portsmouth HQ office.
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
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
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
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