BTGroup Looking for Service Desk Analyst at Kolkata, West Bengal

BTGroup; Kolkata; On-site; INR 3,00,000 - 6,00,000; Full time

Job summary

Join a leading global communications provider where your customer service skills can shine. In this mission-critical role, you will engage with UK-based customers, addressing their service issues with professionalism and empathy. Your interactions will not only enhance customer satisfaction but also contribute to the operational success of the service desk. This is an exciting opportunity to be part of a dynamic team focused on continuous improvement and innovation in customer service. If you are passionate about making a difference and eager to develop your skills, this role is perfect for you.

Benefits

Professional Development Opportunities

Flexible Working Hours

Health Insurance

Employee Discounts

Work-Life Balance Initiatives

Qualifications

• Strong customer service skills with a focus on positive interactions.
• Ability to manage multiple tasks and maintain professionalism.

Responsibilities

• Handle customer service issues via calls and emails professionally.
• Ensure excellent customer experience and meet operational targets.

Skills

Customer Service Skills

Interpersonal Skills

Active Listening

Business Awareness

Time Management

Technical Skills (Active Directory, Remedy, Cisco)

ITIL V4 Foundation Knowledge

Education

Basic IT Knowledge

Customer Service Training

Tools

Active Directory

Remedy

Cisco Systems

Job description

Recruiter:
Hiring Manager:
Career Grade:
Internal Closing Date:
About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.

We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT.

Why this role matters

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

The difference you can make in this role is to provide great communication skills and a positive attitude to give our customers the best experience possible.

As a desk, we offer the services of email, phone, or portal so customers have multiple options to access us as a desk that is preferable to them.

What you’ll be doing

Service Operations is responsible for providing the end-to-end, day-to-day operation of the systems and tools needed to support the Services.

This is a mission-critical customer service role heavily reliant on first-line customer-facing interactions. The role holder must be trained to hold good customer business knowledge and the relevant skill set to positively manage all customer interactions in line with agreed policies, processes, and procedures to meet defined contractual and KPI obligations. This role will require managing emails, telephone ingress, and queue-based systems, as well as being external and internal customer-facing.

You’ll be Responsible:
To receive calls from UK-based customers and respond to customer service issues in a professional and efficient manner.

To make outbound service calls to UK-based customers in response to service issues or queries.

Managing all email call/request ingress to enable email to be a clean and effective method of placing incidents and requests.

To handle customer incidents/service requests that require voice and written contact with customers.

To ensure that customers receive an excellent experience through the highest standard of English language interaction over the call.

To ensure prompt and accurate responses to customer issues.

To achieve operational targets as defined by the customer units.

To maintain queue levels to agreed SLA targets.

To achieve and maintain good knowledge/capability of BT systems used for the role.

To highlight to queue owners, line management, and offline support teams any issues that may affect customer satisfaction and share best practices within the team.

To complete/participate in ad-hoc projects to drive efficiencies and improvements in Customer Service.

To fully support and take guidance from the manager, raising awareness of any factors that may affect individual or team performance.

To share best practices within the team and across the relevant community.

To adhere to relevant shift patterns.

To take responsibility for personal development and drive own performance.

To manage incidents with all 3rd party vendors and internal customers.

To perform service assurance across the Service Desk.

To proactively manage aged incidents working with the Operational Leads.

To act as the main distribution for call ingress throughout S1 evenly.

To identify, record, and report against non-registered items and chargeable incidents.

To monitor and track the progress of incidents/service requests.

To offer general advice and guidance to customers and users.

To maintain relationships with interfacing business functions and IT departments.

To implement escalation procedures as appropriate.

To achieve the maximum personal KPI.

To assist the team in achieving set targets.

To effectively manage customer interactions and ensure customers are kept up to date with the latest information.

To understand the technologies we use.

To have a strong ability to follow and understand processes.

The skills & experience you need

SKILLS/CAPABILITIES:
Customer facing; empathize with users, possess good interpersonal skills, display active listening, maintain a polite telephone manner, and be courteous.

Business awareness; display a working understanding of the business environment and appreciation of business applications.

Logistical; articulate & methodical, numerate & literate, good time manager, good team worker, able to multitask, punctual, and have initiative.

Technical Skills; ability to use internal systems related to the role, including Active Directory, Remedy, and Cisco.

Basic understanding of ITIL V4 Foundation.

CROSS FUNCTIONAL WORKING:
To aid the successful delivery of all Support Centre objectives where possible.

Provide feedback to the management team on all areas of performance within your responsibility and escalate any issues that are not addressed appropriately to the Operational Leads.

CONTINUAL IMPROVEMENT:
Take ownership of personal development and strive to continually improve existing skills to enhance performance within the job role.

Demonstrate innovation within your role by suggesting ways to improve customer satisfaction and generate additional business for the company.

MANDATORY REQUIREMENTS OF THE JOB HOLDER:
Identify potential business opportunities for the Company.

Accurately implement and work in line with Company policies and procedures.

Project a professional image at all times.

Maintain professional standards of quality of work, personal presentation, and conduct in relation to yourself and your team.

Maintain an accurate diary, utilizing communications equipment and remain as accessible as possible throughout the working day.

Ensure that you obtain permission before incurring costs for which you expect the Company to reimburse you.

Ensure that all Company matters are kept confidential at all times.

Ensure all administrative returns are made on a strict and regular basis.

Take good care of all Company supplied tools and equipment.

Carry out duties in accordance with the Company’s Equal Opportunities and Health & Safety Policies.

Carry out additional responsibilities as requested by the Management Team.

Who is the BT Group

We’re the leading communications provider with customers in 180 countries. Across the world, we enable customers’ digital transformations so they can thrive. Our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services.