Technical Analyst

IT Service Desk – Core Desk SME

Location: India - Bengaluru (24/7) | Business Unit: GD – GSD

Job details -

• Provide 1st Line Support to colleagues across BT on calls & chats
• Support peers in process-related queries & escalations
• Identify, highlight & work to fix process and knowledge gaps
• Identify & Implement process improvement initiatives, conduct quality monitoring & NPS analysis while maintaining a high level of user experience
• Demonstrate a degree of creativity outside of standard procedures when making decisions to deal with issues
• Incident Management during outages
• Must be a team player – engage, mentor and support team member

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• What can we offer to you?

• Rewards & Bonuses
• Team competition & Process optimizing
• Fun & Diverse atmosphere
• Be part of a winning team with a clear purpose and a strategic plan in place

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• You are the ideal candidate if:

• You have completed at least 11 months in the current role
• Bachelor's degree in any discipline
• Experience in troubleshooting Windows 8.1 & 10 operating environments
• Experience with Office365, MS Teams & VPN tools
• Good understanding of computer hardware fundamentals
• Identify and resolve barriers to achieve customer satisfaction
• Identify & Implement process improvements
• Excellent customer experience & communication skills
• Good technical knowledge