Job Description:

OverviewThe 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:Tuesday-Saturday 2pm-11pmThis is a fully remote role on a permanent contract.The RoleUtilise 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 targetsCarry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolutionManage your pending tickets ensuring these have been updatedresolved as per agreed proceduresUnderstand and respond to feedback from ticket quality reviewsMonitor announcements to ensure you have the latest information regarding outages and procedure updatesWork to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holidayComplete mandatory training as requiredSimultaneously switch between functions according to callchat volume at the timeDemonstrate 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 timeExperience & Skills:Previous experience working in a 1st Line IT support environmentExperience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat softwareExperience working in a Contact CentreCustomer service and administrationExperience adhering and working towards agreed SLAs and KPIsExposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills Why Join BellWe prioritise internal development opportunities and offer access to our Udemy training platform with over 5000 training coursesCompetitive SalaryFlexible remote workingGenerous benefits packages to choose from which include medical & dental plans, 401k, life insurance and many more Employee discounts and perksProtecting your privacy and the security of your data is a longstanding top priority for Bell Integration. Please consult our Privacy Notice (click here) to know more about how we collect, use and transfer the personal data of our candidates.