Service Desk Technician

Job Details

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

• 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 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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 Bell Integration - Driving Digital Transformation

 05/23/2024

 Boston,MA