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Trainee Service Desk Analyst

BT Group
Kolkata, West Bengal
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15 hours ago
Full–time
Why this job matters

The Service Ops. Advisor assists in the operational enablement and readiness of services offerings and capabilities, fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks.

What you'll be doing

1. Assists the resolution of Sale Operation processes and service issues by liaising with different teams, and communicating key information to other stakeholders as required.
2. Supports incident management, prioritisation and diagnostics, and escalates complex customer issues or incidents to operational managers.
3. Develops and maintains relationships with suppliers, customers and internal stakeholders.
4. Collates data in order to assist with accurate and timely reporting and related insights in respect of key performance metrics.
5. Contributes to the Service Operations initiatives and ensures that services are aligned to the client's business requirements.
6. Assists the implementation of tactical strategies and improvement plans for Sales Operations.
7. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
8. Assists in the operational effectiveness of support services and maintains contractual and delivery documentation with accuracy and keeping details up to date.

The skills you'll need
Customer SuccessInformation ManagementCommunicationTechnology ImplementationContinuous ImprovementProblem SolvingService Level Agreement ManagementQualityIT OperationsCloud ComputingCustomer Relationship ManagementTechnical SupportIncident ManagementIssue EscalationProject/Programme Management

Our leadership standards

Looking in:
Leading inclusively
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 Analyst