Overview
You will be responsible for carrying out first line technical support activities to provide a proactive and reactive service to achieve exceptional customer satisfaction for the clients whilst adhering to strict SLA’s.
Support is provided 24/7/365 working 12-hour shifts (7am-7pm / 7pm-7am), 4 days on/ 4 days off.
Responsibilities
Service Support:
* You will be the first point of contact performing initial triage of incoming service calls/emails/alerts and making appropriate routing decisions, resolving the issues, or escalating to the second line teams within the required timescales to achieve SLA’s
* Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
* Liaise with customers and third party suppliers as required to provide timely resolution
* Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
* Establish and maintain effective working relationships with colleagues and management
* Ensure adherence to all service desk policies and procedures
* Understand and respond to feedback from ticket quality reviews
Other:
* Complete mandatory training designated by Bell within the required timescales
* Applicant will be required to pass various security and vetting checks, upto and including SC level clearance
Qualifications
* Previous experience working with ticketing systems such as ServiceNow is desirable
* Able to demonstrate experience delivering exceptional customer service
* Experience adhering and working towards agreed SLAs and KPIs
* Understanding of IT workflows and ITIL practices
* Working knowledge of Microsoft 365
* General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
* Ability to work on your own initiative as well as part of a wider team
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