Request Management Associate

Job Description

Job Req ID:

Posting Date:

Function:

Location:

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Why this job matters

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.

Job Description –

Ability to do analysis on volumes under Expedio queue
As a SPOC candidate should be customer (Internal/External) facing
Excellent verbal and written communication skills,
Answering user's queries over the phone, email, Request fulfilment tools/web portal.
Follow standard procedures to escalate any unresolved issues to the appropriate internal teams.
Along with triage, candidate needs to provide initial level of technical support for data (LAN/WAN/WLAN) Service Requests and handle Simple implementation for the BT Global customers. Candidate needs to carry out pre & post checks for the existing running configurations, assist and notify stake holders (e.g TDA, Service Desk & teams dealing other service towers) as well as customer proactively, if there is any network related issue or RISK during validation. Candidate is required to support project work, migrations in addition to request fulfilment within Line of Business. To be successful in this role, you must be a motivated and quick learner, possess strong customer service and technical problem-solving skills; and be someone who embraces challenges.

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

Key skills
Basic Knowledge of Networking/LAN/WAN/Network etc.
Good communication-Verbal and Writing
Tools understanding- Outlook, PPT, Excel, Expedio, BFG and IONIX etc.

What you’ll be doing

1. Delivers critical customer technical support for network, hardware, and infrastructure development.
2. Executes across technical areas including systems requirements data analysis, engineering, systems design, systems development, computer programming, systems testing and deployment, quality assurance, configuration management, and systems documentation.
3. Analyses user interfaces, maintains network, hardware, and software performance tuning, analyses workload and computer usage, maintains interfaces with outside systems, and analyses proposed system modifications and upgrades.
4. Defines the problem and develops system requirements and specifications.
5. Prepares required documentation including program-level and user-level documentation; enhances existing software systems.
6. Manages work and priorities through ticketing system and workflow.
7. Collaborates with various stakeholders to remove project obstacles.
8. Troubleshoots networking, routing and interconnectivity issues, including troubleshooting of network device configuration and low to mid-level application interaction.
9. Participates in the migration, basic configuration and rollout of new or upgraded hardware.
10. Delivers support to include project management tasks, meeting facilitation, and ad hoc duties as needed.
11. Executes and delivers within standardised procedures in order to achieve objectives and the vision of the Network Engineering team.

The skills you’ll need

TroubleshootingCustomer ServiceEscalation ManagementContinuous ImprovementNetwork DeliveryVendor ManagementNetwork SecurityNetwork TestingNetwork ConfigurationTechnical DocumentationNetwork IntegrationNetwork ImplementationRequirements ManagementIncident ManagementEvent PlanningDecision MakingGrowth MindsetInclusive 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.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.