- 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
- 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
- We prioritise internal development opportunities and offer access to our Udemy training platform with over 5000 training courses
- Competitive Salary
- Flexible remote working
- Generous benefits packages to choose from which include medical & dental plans, 401k, life insurance and many more Employee discounts and perks
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Service Desk Technician - Boston, United States - Bell Integration - Driving Digital Transformation
3 weeks ago
Description
Overview
The Service Desk Technician is 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.
Shifts available are:
Friday-Tuesday 9am-6pm EST
This is a fully remote role on a permanent contract.
The Role
Experience & Skills:
Why Join Bell
Protecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.
