BT Customer Service Desk Analyst - Full Time

South Yorkshire, Sheffield
£17491 per annum
10 Jan 2017
24 Jan 2017
Manpower UK
Job Type
BT Customer Service Desk Analyst - Full Time
Ongoing contract with no end date

£17,491 per annum

Your future's looking brighter already. That's because you're going to be joining a first-class customer service team at BT. You'll be the first point of contact when customers contact with enquiries. This is a key role in our business that is why you'll get all the top training and support you need to succeed.

You will play a vital role by maintaining relationships with the BT customers whilst delivering outstanding customer service and understanding the IT and business needs of the individuals whilst being responsible for:
Managing phone, e mail and interactive web based portals contact from customers
Developing and maintaining rapport with end users by displaying a detailed understanding of their IT environment and business issues
Administrating customer IT systems using proprietary tools
Understanding and operating the escalation process
Working process flows and diagnosing IT issues to get the customer back online

That's why we are looking for a strong communicator who puts the customer first in everything they do.
In order to apply you must
Be flexible to work Mon - Fri Full Time between - 0600 and 1900, occasional Saturday's required
Have a previous customer focused IT experience or other relevant front line technical services experience or have been involved in using IT in a customer service environment
Be able to take ownership of the progression of an incident to resolution
Be able to analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
Be able to work under pressure and to tight timescales in a high volume environment
Have top class communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner
Be able to translate overt technical information into Customer centric updates.