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Post by Gareth on Feb 19, 2008 17:27:47 GMT
I've got a new job working for BT Lynx. Job Title: 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 Description Must have previous experience in data inputting with good keyboard skills and a basic understanding of Microsoft Office. Product and working knowledge of computer hardware would be an advantage, but not essential. Duties include processing warranty claims on computer spares.
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Post by Gareth on Feb 25, 2008 17:33:17 GMT
Turns out they think I would be more suited to Service Desk Adminstrator.
So here's what I'm going to be doing when I start:
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.
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Post by Gareth on Jan 22, 2009 23:05:10 GMT
Just got another new role - Service Desk Agent.
Done some training too. A+ Qualified, HP Desktops & Laptop's been on printer and server courses too. All is going well.
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Post by Gareth on Jun 23, 2012 10:24:18 GMT
Now a Workshop engineer (and I do field calls). Recently did my Server+ exam and passed
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Post by Gareth on Aug 20, 2013 18:10:43 GMT
Now "operational Lead" in the workshop, still going out on field calls. I have a mobile for work now. Number is: 07435789197 Ran my first training course today, went well I think with the help from Daz Also cracking on with my NVQ in management.
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Post by Gareth on Apr 23, 2014 17:30:19 GMT
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Post by Gareth on May 11, 2014 23:29:16 GMT
Name change again now called BT IT Services or BT Business.
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