Service Desk Technician

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:
Monday-Friday 12pm-9pm
This is a fully remote role. 6 month FTC with view to go permanent based on performance.
The Role
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 & Skills:
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
Why Join Bell
We prioritise internal development opportunities and offer access to our Udemy training platform
Competitive Salary
Flexible remote working and a supportive environment for varying personal circumstances
A diverse and inclusive work culture
Modern vibrant workplaces
Company pension
Private healthcare/dental care
Cycle to work scheme
And much more!
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