Bt Careers – Customer Service Analyst

Job Description:

As a single point of contact the Customer Service Desk is therefore required to function as both front line technical support and in a customer service capacity for non-support requests.

This means handling a wide variety of requests. Most Force software (250+ applications) is bespoke for this constabulary or particular to the Police environment and training will be required to resolve or field requests related to Force Systems. The Customer Service Desk will either resolve a fault or look to add value by trouble shooting a fault within 15 minutes.

To assist in this, the Customer Service Desk has access to the Configuration Management Database, Active Directory, remote access to Force Clients and Servers and a level of access to Force Systems to resolve common data issues.

Job Responsibilities:

• Assign unresolved incidents to the correct internal support team or invoke 3rd party support (potentially some 60+ organisations) and monitor the progress of those incidents
• Communicate status updates to users and carrying out quality checks of the Documented Incident and customer satisfaction surveys when closing resolved Incidents.
• To work under the direction of the Customer Service Desk Manager and Customer Service Desk Team Leaders to meet Contact Management and Incident
• To be fully conversant with Incident Management and CSC SLA’s and supporting documentation.
• Any other duties required to meet the SLA’s/KPI’s and Business Objectives of the Customer Service Desk
• To answer incoming calls and record details of fault / request on Service Now – a high level of detail and accuracy is required. To appropriately fulfil or field all requests that comes through to the Customer Service Desk.
• To follow procedure, maintain documentation and standards and to collate and submit asset information as required.
• Assess business impact of IT Incidents and accurately assign SLA and follow escalation procedures as directed.

Job Requirements:

• A willingness to use initiative and provide a personal service to individual customers if required.
• To be able to learn quickly and calmly manage a workload within a high pressure environment.
• A keen interest in IT and a decent working knowledge of computers and related technology.
• History within a Customer Service environment and an excellent level of communication via phone and email.
• The ability to demonstrate teamwork and being respectful of others.

Job Details:

Company:  BT

Vacancy Type:  Full Time

Job Location: Aberdeen, Scotland, UK

Application Deadline: N/A

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