Service System & Customer Delivery

Job Description

Recruiter: Jayson Coley-Wynters

Career Grade: Team Member + Shift Allowance

Closing Date: 18th June 2024

Location: Cardiff

PLEASE NOTE: This roles requires SC Clearance so you will need to be eligible to qualify

Job Summary

Provides daily coverage across data technologies for Welsh Government customers , maintaining the integrity of the live environment to prevent loss of availability to mission critical business across the PSBA estate. Hours Full Time

Why this job matters

This role is critical to our business with service desk being one of the most common customer interactions. We have to deliver great customer service which is 100% customer centric to ensure that every interaction is of the highest quality resulting in technical resolution of issues at the first point of contact.

What you will be doing

• Highly professional customer service interactions
• Create and maintain knowledge management/local working instructions
• Close the loop with escalations and complaints
• Management of Priority /Major incidents
• Complete up to 3rd line diagnostics including but not exclusive to router diagnostics
• Provide SME function for customers and customer solutions
• Perform technical diagnostics and resolve incidents at first point of contact where possible
• Train members of the team on new products/services
• Lead role on products/services, providing high level of technical expertise to customers both internal/external
• Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager
• Undertake shift tasks as per the task list or as requested to do by your line manager
• Provide a focal point from which the service is monitored proactively and/or re-actively as appropriate
• Co-ordinate the management of the PSBA service to the agreed service levels;
• Monitor the network, responding to alarms and manage incidents
• Receipt, log and progress incidents and enquiries;
• Investigate and diagnose incidents/technical problems; coordinate incident repair;
• Analyse incidents and identify trends and problems; work with third party suppliers and sub-contractors to resolve incidents and problems;
• Provide PSBA organisations with regular progress reports throughout the life of an incident.

The Skills you need

• Excellent communication skills – Verbal/Written
• Excellent customer service skills
• Excellent IT literacy
• Capability to achieve Cisco CCENT level accreditation or equivalent if deemed necessary by the OM.
• Ability to resolve issues in a timely fashion but also to update knowledge/questions/LWI’s for the rest of the team
• Proactively manage customer interactions and escalate as appropriate
• Own and resolve of complex customer issues with little management support
• Display role model behaviours within the roles and responsibilities of your role
• Work effectively as part of a team (1st line team and wider internal staff/contract)

The experience you would be expected to have

• Excellent communication skills – Mandatory
• Excellent customer service experience – Mandatory
• Evidenced technical ability ideally Cisco CCENT level or equivalent - Preferred
• Proficient IT Literacy - Preferred • Managing complex technical customer issues – Mandatory
• Experience of service
• Good Knowledge of IT technologies – Mandatory
• Experience of service management IT tools – Mandatory
• ITIL4 Foundation – Preferred

About us

BT is part of BT Group, along with EE, Openreach, and Plusnet.

Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.

This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.

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?

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.