This role is critical to our business with service desk being one of the most common customer interactions. We have to deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in technical resolution of issues at the first point of contact.
What I'll be doing - your accountabilities Skills required for the job
* Highly professional customer service interactions
* Create and maintain knowledge management
* Close the loop with escalations and complaints
* Complete up to 2nd line diagnostics including but not exclusive to router diagnostics
* Provide SME function for customers and customer solutions
* Perform technical diagnostics and resolve incidents at first point of contact where possible
* Train members of the team on new products/services
* Lead role on products/services, providing high level of technical expertise to customers both internal/external
* Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager * Excellent communication skills - Verbal/Written
* Excellent customer service skills
* Excellent IT literacy
* Capability to achieve Cisco accreditations
* Ability to resolve issues in a timely fashion but also to update knowledge/questions for the rest of the team
* Proactively manage customer interactions and escalate as appropriate
* Own and resolve of complex customer issues with little management support
* Display role model behaviours within the roles and responsibilities of your role
People accountabilities Experience you would be expected to have
We expect any candidates to evidence the ability to work in line with the BT Values:
* Personal -We come across as human beings. We show we understand and care. We respond to what our customers want
* Simple - We're straightforward and easy to deal with. We make complex things clear
* Brilliant - We're ingenious. We lead the way in creating new things. Whatever we do, we do it really well.
* Excellent communication skills - Mandatory
* Excellent customer service experience - Mandatory
* Capability to ahieve Cisco accreditation
* Proficient IT Literacy
* Managing complex technical customer issues - Mandatory
* Experience of service
* Good Knowledge of IT technologies - Mandatory
* Experience of service management IT tools - Mandatory
* ITIL4 Foundation - Preferred
* Ability to obtain / retain security clearances relevant to the role and position
* ISO27001 awareness
Key decisions
* Provide SME function for customer/internal and external
* Manage complex customer interactions and issues with autonomy
* Incident management responsibility
Hybrid working
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.
