Request Managment Associate

2 days ago

Gurgaon, India BT Full time

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**
- Provide (24X7) support to customer services which including OOH (Out of Hours Support).
- As per Business requirement there could be ask for Nights Shift support Only.
- As a Request Management Associate you will be a SPOC for external, as well as BT Internal customers to share the progress on ongoing cases (SSRs) and open new cases on BT Expedio.
- Considering the BAU, RM Associate must have basic understanding about networks to progress the SSRs with fulfilment groups after triage. RMA KPIs includes managing group mailbox, owning queues under Expedio and follow-ups with customers as well as fulfilment teams and implementation of basic network requests.

**You'll have the following responsibilities**
- The day-to-day activities would include following:

Not to breach BT standard process.
Arrange to get the request fulfilled within SLA (Bespoke/Standard) whichever applicable.
Validate and triage the request in accordance to the process to the correct fulfilment teams.
Follow Process guidelines for bespoke customers.
- End to End Ownership to ensure smooth BAU as SD
Ability to do analysis on volumes under Expedio queue

- Excellent verbal and written communication skills,

- Follow standard procedures to escalate any unresolved issues to the appropriate internal teams.

**You'll have the following skills & experience**
- Basic Knowledge of Networking/LAN/WAN/Network etc.
Good communication-Verbal and Writing
Tools understanding
- Outlook, PPT, Excel, Expedio, BFG and IONIX etc.
**ITSM Process - **Process Knowledge as per industry best practices e.g. ITILV3, CMMI etc.
**Industry Type - **IT/Telecom/Networking

**Academic Education - **Bachelor Degree (B.E./ B.Tech/B.Sc./Graduate/Post Graduate) in Computer/Electronic Engineering/Science/any.
Possessing any other technical course after science graduation would be added benefit.

**Certifications - **CCNA ( R&S) & ITILV3/4 is a Plus (Not Mandatory).

**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

**How to Apply**

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