Global Helpdesk Coordinator
BTS has a fantastic opportunity to join our Global Helpdesk function.
The Role
You will deliver timely, high-quality frontline support to our clients and colleagues across the BTS globe, with a focus on your own business unit. Your role is a key driver in maintaining a clear, low-complexity, fast route to issue resolution for our colleagues and clients
You will be a team player and contribute to the function by actively sharing knowledge with your team members, flagging changes in functionality and best practice, documenting and sharing information on troubleshooting and how to’s as they arise.
Digital is developing fast at BTS, and we need people who can support our users through constant change. You will become proficient in BTS digital products and platforms and use this knowledge to support and guide others. We will train and support you in becoming proficient in all platforms, and an expert in some. You will build your network of digital BTSers – our product managers, our developers.
You will need to be confident in managing technology, good at troubleshooting and display an aura of calm when solving issues. Behind that calm is a tenacity to see things through to resolution and a curiosity to find out what is the root of the problem, all underpinned by a desire to learn by doing and share that learning with others.
This is great role for someone who
- likes to learn and discover at pace
- is keen to develop their knowledge of BTS digital platforms and products
- someone who likes to be a “go to” person and is keen to develop expertise and to advise others in a structured and connected way
- is known to be a pragmatic problem solver
- a tenacious and reliable communicator
- derives satisfaction from solving problems and getting to the heart of issues to prevent their repeating as far as possible.
Responsibilities
1. Digital Helpdesk.
- Responding to participant queries (tickets) across our digital systems. Owning the communication around, and resolution of participant queries end to end. Ensuring we are meeting expected client SLAs for first response and resolution.
- Generating collated FAQs and best practice as a result of exposure to common queries and issues
- Escalating and managing the resolution of technical bugs
- Building and maintaining relationships with our wider digital infrastructure to share information about quality issues or improvements with a view to continuous improvement.
- Using those relationships to ensure that you are well embedded and able to get answers and follow up on behalf of others.
2. Digital Support for internal teams.
- Supporting your BTS colleagues with well thought out information and resources relating to using our digital products.
- Assisting with user management and platform / product access as needed
- Being a key player in ensuring the Helpdesk team is a “one stop shop” for colleagues with any kind of digital query.
3. Journey Configuration Troubleshooting. You will be trained on our platforms in order to support teams queries related to
- Uploading and launching new programmes via our in-house digital systems
- User and access management on our digital learning journeys.
- Monitoring and promoting participant engagement.
- Data reporting for our consultants and clients from our platforms
- Updating online programs
- Pre-pilot, and post-release testing
Who We Are Looking For
- Independent, a quick learner and comfortable taking on responsibility and testing new solutions and systems
- Digitally savvy, unphased by learning new systems and keeping up with a fast pace of incremental improvements and releases
- Organised, analytical and capable of working on multiple elements simultaneously, with exceptional attention to detail
- Highly pro-active; always a step ahead and on top of tasks at hand whilst keeping an eye on the long-term goals of a project
- Logical, methodical and process-oriented, and able to describe processes in a step by step, accessible way to others
- Strong communication, able to relay instructions and decisions clearly both verbally and in writing – professional level or written and spoken English
- Able to demonstrate workload prioritization, focus to tasks and personal time management
- A flexible attitude, unphased by unexpected change and ambiguity
- Experience in using Microsoft Office Suite is required (Outlook, Excel, Word & PowerPoint.)
- Experience using virtual meeting platforms (such as Zoom or Microsoft Teams)
- Strong IT troubleshooting skills
- Basic understanding of managed wireless networks
- Basic understanding of audio/video configuration
- A professional individual with a good sense of fun
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