British Telecom (BT) Recruitment 2018 | Freshers | Technical Support Trainee | BE/ B.Tech – CS/ IT/ EEE/ ECE | Gurugram | June 2018
Company: BT India Pvt Ltd
BT has been in India since 1987 and set up its first customer relationship management office in New Delhi in 1995. Since then we have been taking big steps to grow our business.
British Telecom is one of the world’s leading communications services companies, serving the needs of customers in more than 173 countries. Our main activities are the provision of fixed-line services, broadband, mobile and TV products and services as well as networked IT services.
Nearly a year to the day, BT leads yet another virtual masterpiece, using interactive video conferencing, reaching over 100 journalists and analysts across the Asia Pacific, Middle East and Africa region.
Company Website: www.globalservices.bt.com
Positions: Technical Support Trainee – L1
Experience: Freshers
Salary: Best In Industry
Job Location: Gurugram
Qualification: BE/ B.Tech – Electronics, computers, CS, Electrical, IT
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Purpose Of Role: To Provide expert support on process and products and to ensure a professional and consistent delivery of quality service to BT customers and achievement of operational targets and manage workload
Key Responsibilities:
- 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
Qualifications:
- Four year graduate Degree, B.Tech (Electronics, computers, CS, Electrical, IT)
- ITIL Certification or ITIL Awareness is preferred
- CCNA certification would be required
