bt hiring freshers and experienced
graduates for Customer Service and Contact Centres in 2016 at gurgaon. Require qualification is Any
graduate .Interested candidates
apply-online before Mar 5, 2016.
Key Responsibilities:
1.Monitor and review the BT
workflow system for team and individual assigned change and fault tickets.
2.Promptly action assigned change
and fault tickets to delivery and rectification.
3.Ensure internal change requests
are raised for change progression and billing purposes, whilst following strict
change procedures.
4.Liaise with customer Project
Teams, to formulate Customer change requirements and negotiate change windows.
5.Validate, verify and design
approve network changes.
6.Deploy changes meeting Customer
change restrictions and change windows.
7.Update change system with change
success criterion.
8.Take ownership, advise and liaise
with the BT team of any Severity 1 incidents.
9.Prepare and complete
comprehensive adverse change outcome reports,
10.Collate evidence and generate
productivity reports.
11.Verify adverse change templates,
that feed into Daily service Dashboard.
Refine reports for BT and customer consumption.
12.Guide and if necessary own
investigations to understand root cause analysis where required.
13.Maintain Problem actions and
tasks to comply with SLAs and KPIs liaising with key stakeholders in BT
e.g. Incident management, customer
engineers etc.
14.Manage potential SLA breaches
via the formal escalation process including timely communication to senior
management.
15.Maintain customer relationships
and keep customer focus at all times.
16.Identify personal up skilling
requirements and maintain Personal Development Plans.
17.Identify Team up skilling
requirements and mentor team with Personal Development Plans.
18.Ensure that the appropriate
access to tools and systems are maintained and are being used for the account.
For self and Team.
19.Monitor Team shared mailbox and
reply in a timely manner.
20.Communicate clearly both within
BT and our customer via email or telephone when required.
Educational Qualification : Any
graduate
Experience : Experienced and freshers
Location : gurgaon
Qualifications:
1.A good educational background
2.Recognised Network training,
CCNP essential or CCIE desirable
3.ITIL Qualification /
certification desirable
Skills/Experience:
1.Experienced network engineer
primarily focussed on Cisco networking product suites.
2.Experience of working in a SLA
driven change environment.And Problem/incident management environment.
3.Excellent standard of written and
spoken English
4.Higher level customer-management
skills.
5.MS Excel - Able to perform basic
functions and operations using simple worksheets and formulas. However advanced
Excel skills would be desirable
MS Word
6.SharePoint – able to perform
basic tasks on SharePoint
7.Problem solving - Able to
identify root cause of problems provided all required information is available
within domain.
