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BT Off Campus Recruitment | Trainee

BT Off Campus Recruitment:-

BT is hiring candidates for the role of Trainee Service Desk Analyst (177825) for the Kolkata, India location. The complete details about BT Off Campus Recruitment are as follows.

Company Name:- BT

Job Position:- Trainee Service Desk Analyst (177825)

Job Location:- Kolkata, India

Salary Package:- As per Company Standards

Job Schedule:- Full time

Job Posted Date:- April 21st, 2022, 11:59:00 PM

Qualifications Skills Required:-

  1. Customer-facing; empathize with users, good interpersonal skills, display active listening, polite telephone manner, be courteous
  2. Business awareness; display a working understanding of the business environment, appreciation of the business applications
  3. Logistical; articulate methodical, numerate literate, good time manager, good team worker, be able to multitask be punctual and have initiative
  4. Technical Skills; ability to use internal systems in relation to the role, Active Directory, Remedy and Cisco
  5. Basic understanding of ITIL V4 Foundation

Job Description:-

  1. Service Operations is responsible for providing the end-to-end, day-to-day operation of the systems and tools needed to support the Services.  
  2. This is a mission-critical customer service that 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 skillset, 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.
  3. This role will need you to manage emails, telephone ingress, and queue-based systems and also be external and internal customer-facing.  

What I ll be doing your accountabilities:-

  1. To receive calls from UK based customers and respond to customer service issues in a professional and efficient manner
  2. To make outbound service calls to UK based customer in response to service issues or queries
  3. Managing all email call/request ingress to enable email to be a clean and working method ofplacing incidents and requests
  4. To handle customer Incidents/ Service Request which require voice and written contact with the customer.
  5. To ensure that the customer receives an excellent experience through the highest standard of English language interaction over the call
  6. To ensure prompt and accurate response to customer issues
  7. To achieve operational targets as defined by the customer units
  8. To maintain queue levels to agreed SLA targets levels
  9. To achieve and maintain a good knowledge/capability of BT systems which are used for the role
  10. 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
  11. To complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service
  12. 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
  13. Share best practice within the team and across the relevant community
  14. Adhere to relevant shift patterns
  15. Take responsibility for personal development and drive own performance
  16. To manage incidents with all 3rd party vendors
  17. To manage incidents with internal customers
  18. Perform service assurance across the Service Desk
  19. To proactively manage aged incidents working with the Operational Leads
  20. To act as the main distribution for call ingress throughout S1 evenly
  21. To identify, record, and report against non-registered items and chargeable incidents
  22. To monitor and track the progress of incidents/Service requests
  23. To offer general advice and guidance to customers and users
  24. To maintain relationships with interfacing business functions and IT departments
  25. To implement escalation procedures as appropriate
  26. To achieve the maximum personal KPI
  27. To assist the team in achieving set targets
  28. To effectively manage customer interactions and ensure customers are kept up to date with the latest information
  29. Understanding of the technologies we use
  30. Strong ability to follow and understand processes

BT Off Campus Recruitment Application Process:-

Apply In Below Link

Note: Only shortlisted candidates will receive the call letter for further rounds

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