BT, Gurugram is looking for Technical Support Trainee

BT

Posted on June 13, 2018

Experience:
Location:
Gurugram
Category:
IT Job
Eligibility:
Excellent written and spoken English language skills

Ability to liaise with Internal and External customers and suppliers at any level

Good customer interfacing skills.

Strong communication and interpersonal skills.

Planning and organisational skills.

Ability to work under tight timescales

Good diagnostic skills (Voice and/or Data)

Self-management.

Ability to champion best practice within the unit through awareness of and adherence to process and procedures.

Able to work with little or no supervision and with limited technical support.
Job Description:
Works on the Global customer service Desk and pro-actively responds to customer faults and changes within defined service levels.

To deliver operational service in 24/7 work environment

Change Request and Incident queue monitoring of tools to manage customer requests and queries

Direct engagement by phone with the end client for clarification of information/conformation of completion of request

Managing 3rd party suppliers for Incident resolution / Change request implementation- Service Provider, Field support team, Cisco TAC.

Escalation of Incidents and changes in jeopardy of completion within defined service level to Operations Manager for onward resolution

KCI (Keeping customer informed) using phone on Incidents and CHANGE to provide continuous and timely feedback to the end client on progress

Initiate and Support Problem Management Process

Initiate and Support Special Incident Investigation and Incident analysis report

Support Incident Management with ISP

Updating all associated activity logs on incidents and CHANGE’s including updates, ticket suspension, completion and closure

Attending weekly customer service/internal change review calls (Customer Champion) as and when required

Monthly reporting to the Service Manager & Account Manager (Customer Champion)

Daily / Weekly / Monthly reporting

To maintain the Incident and CHANGE queue as low as possible to ensure maximum attention to each and every customer request or query.

To attend various workshops and training events arranged by the operations manager to improve the technical skills and BT product knowledge.

To attend BT internal meetings to review and improve the support processes to BT customers.

To attend customer awareness training sessions
Company Profile:
BT cluster plc may be a company that owns British Telecommunications plc,trading as BT, a British international telecommunications services company with head offices in London, UK. it’s operations in around a hundred and seventy countries. BT’s origins originate to the insaturation of the electrical Telegraph Company in 1846 that developed a nationwide communications network. In 1912, the final Post workplace, a section, became the monopoly telecoms provider in GB. The Post workplace Act of 1969 diode to the GPO changing into a public corporation.