BT Group Looking for Service Desk Analyst at Kolkata, West Bengal Full Time

Job Req ID: 10834

Posting Date: 02-Feb-2023

Function: Customer Service

Location:
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.

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..