Post by Gareth on Mar 23, 2008 15:18:14 GMT
I've got a new job working at BT Lynx.
I appled for "WARRANTY RETURNS CONTROLLER", but ended up getting the job of: Service Desk Adminstrator.
Location: BARLBOROUGH, CHESTERFIELD
Hours: 37.5 PER WEEK, MONDAY - FRIDAY, BETWEEN 8AM - 6PM
Work Pattern: Days
Employer: BT Lynx
Pension: Pension available
Job Title: Service Desk Adminstrator
Main Purpose of the role
To provide administrative function within the Service Desk, managing e-mail updates and incident clouse between BT Lynx incident managemt and Supplier incident management systems.
Key Objectives & Tasks:
* To record all incidents updates and service requests between BT Lynx and Suppliers maintaining incident flow progression visability.
* Ensure all incidents relative closed within BT Lynx are closed with Supplier in a timely manner, against SLA.
* To identify, record and report against non-registered items and chargeable incidents.
* To monitor and track all incidents, reporting on defects.
* To implement escalation procedures as appropriate.
* To achieve the maximum personal KPI.
* To assist the team in achieving set targets.
* Provide feedback to the management team on all areas of performance within your responsibility. Escalate any issues which are not addressed appropriately to the Service Supervisor.
Skills & Qualities
* Good interpersonal skills, display active listening, polite telephone manner, be courteous.
* Business awareness; display a working understanding of the business environment, appreciation of the business applications.
* Logistical; articulate & methodical, analytical, numerate & literate, work well under pressure, good time manager, good team worker, be able to multi task.
* Ability to use internal systems in relation to the role, knowledge base, ACD telephone system
* Personal attributes; be punctual, tenacious, persevering, have initiative.
General Duties & Responsibilities:
* To follow company policy and procedures (in line with ITIL best practice).
* To participate in audits, one to one reviews and appraisals with your team manager.
* To work closely with other teams assisting in the pro-active management incidents in line with internal targets and contractual requirements.
* Take good care of all company supplied tools and equipment.
* To maintain a professional standard, in quality of work, personal conduct and personal presentation.
* To carry out duties in accordance with the companies Equal Opportunities and Health & Safety policies.
* Identify potential business opportunities for the company.
Reporting lines:
Managed Service Desk Director.
^
Service Desk Manager.
^
Service Desk Supervisor.
^
Service Desk Administrator.
I appled for "WARRANTY RETURNS CONTROLLER", but ended up getting the job of: Service Desk Adminstrator.
Location: BARLBOROUGH, CHESTERFIELD
Hours: 37.5 PER WEEK, MONDAY - FRIDAY, BETWEEN 8AM - 6PM
Work Pattern: Days
Employer: BT Lynx
Pension: Pension available
Job Title: Service Desk Adminstrator
Main Purpose of the role
To provide administrative function within the Service Desk, managing e-mail updates and incident clouse between BT Lynx incident managemt and Supplier incident management systems.
Key Objectives & Tasks:
* To record all incidents updates and service requests between BT Lynx and Suppliers maintaining incident flow progression visability.
* Ensure all incidents relative closed within BT Lynx are closed with Supplier in a timely manner, against SLA.
* To identify, record and report against non-registered items and chargeable incidents.
* To monitor and track all incidents, reporting on defects.
* To implement escalation procedures as appropriate.
* To achieve the maximum personal KPI.
* To assist the team in achieving set targets.
* Provide feedback to the management team on all areas of performance within your responsibility. Escalate any issues which are not addressed appropriately to the Service Supervisor.
Skills & Qualities
* Good interpersonal skills, display active listening, polite telephone manner, be courteous.
* Business awareness; display a working understanding of the business environment, appreciation of the business applications.
* Logistical; articulate & methodical, analytical, numerate & literate, work well under pressure, good time manager, good team worker, be able to multi task.
* Ability to use internal systems in relation to the role, knowledge base, ACD telephone system
* Personal attributes; be punctual, tenacious, persevering, have initiative.
General Duties & Responsibilities:
* To follow company policy and procedures (in line with ITIL best practice).
* To participate in audits, one to one reviews and appraisals with your team manager.
* To work closely with other teams assisting in the pro-active management incidents in line with internal targets and contractual requirements.
* Take good care of all company supplied tools and equipment.
* To maintain a professional standard, in quality of work, personal conduct and personal presentation.
* To carry out duties in accordance with the companies Equal Opportunities and Health & Safety policies.
* Identify potential business opportunities for the company.
Reporting lines:
Managed Service Desk Director.
^
Service Desk Manager.
^
Service Desk Supervisor.
^
Service Desk Administrator.