Service Desk Professional

4 days ago

Kolkata West Bengal, India BT Group Full time

Service Desk Professional

**Job Req ID**:32792**Posting Date**:29 Apr 2024**Function**:Service**Unit**:Business**Location**:Block EP,Plot 1, Kolkata, India**Salary**:Competitive- Job Req ID:
- Posting Date:
- Function:
- Location:
- Salary:
**Why this job matters**
Key Responsibilities:

Your key responsibilities as a Service Desk Professional will include:

- Engaging in on-call discussions with tool teams & Project Managers to sort repeat AIS failures.
- Engaging in on-call discussions with tool teams & all stakeholders to sort repeat AIS failures.
- Influencing correction of AIS failures and ensure quick completion of the same
- May act as the first escalation point for customer or internal issues.
- To train team members on processes and procedures for own products and ensure compliance targets are met for own team.
- To manage work volumes within the team and report on productivity and other measures as required.
- Drive Process improvements with respect to Quality and Productivity.
- Take up additional responsibility as and when needed apart from BAU.
Business Impact:

- High impact on customer satisfaction and retention.

Authority/Decision Making:

- Refers non-standard/ or highly technical queries/decisions upwards.

**What you’ll be doing**
1. Supports in the resolution of process and service issues by liaising with different teams, communicating key information to other stakeholders as required.
2. Delivers accurate and timely reporting and related insights in respect of key performance metrics and operational efficiency.
3. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
4. Maintains professional relationship with suppliers, customers and internal stakeholders.
5. Carries out the Service Operations initiatives and ensures that services are aligned to the client's business requirements.
6. Executes work in the implementation of tactical strategies and improvement plans.
7. Supports the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

**The skills you’ll need**
- Information Management
Technology Implementation
Continuous Improvement
Problem Solving
Change Management
Service Level Agreement Management
IT Operations
Cloud Computing
Customer Relationship Management
Technical Support
Business Process Improvement
Escalation Management
Incident Management
Decision Making
Growth Mindset
Quality Assurance
Inclusive Leadership

**Our leadership standards**

**Looking in**:
**Leading inclusively and Safely**
I inspire and build trust through self-awareness, honesty and integrity.
**Owning outcomes**
I take the right decisions that benefit the broader organisation.

**Looking out**:
**Delivering for the customer**
I execute brilliantly on clear priorities that add value to our customers and the wider business.
**Commercially savvy**
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

**Looking to the future**:
**Growth mindset**
I experiment and identify opportunities for growth for both myself and the organisation.
**Building for the future**
I build diverse future-ready teams where all individuals can be at their best.
- With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.- We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.- We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.- As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.**A FEW POINTS TO NOTE**:

- Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.**DON'T MEET EVERY SINGLE REQUIREMENT?

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