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For Companies At a Glance
- Tasks: Provide top-notch digital support and troubleshoot issues for clients and colleagues.
- Company: Join a dynamic global team at BTS, where innovation meets collaboration.
- Benefits: Gain valuable experience, training, and a supportive work environment.
- Why this job: Be the go-to person for digital solutions and make a real impact.
- Qualifications: Strong communication skills and a knack for problem-solving required.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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 a great role for someone who:
- likes to learn and discover at pace
- is keen to develop their knowledge of BTS digital platforms and products
- 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
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.
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.
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.
Global Helpdesk Coordinator - London employer: BTS
Contact Detail:
BTS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Helpdesk Coordinator - London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Global Helpdesk Coordinator role.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Think of examples where you've solved tech issues before, as this will show you're the calm, tenacious problem solver they're looking for.
✨Tip Number 3
Show your enthusiasm for learning! Be ready to discuss how you keep up with digital trends and how you can contribute to BTS's fast-paced environment. They want someone who’s eager to grow and share knowledge.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the BTS team.
We think you need these skills to ace Global Helpdesk Coordinator - London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Global Helpdesk Coordinator role. Highlight your experience with digital platforms and troubleshooting, as well as any relevant skills that match the job description. We want to see how you can bring value to our team!
Show Off Your Communication Skills: Since strong communication is key in this role, use your application to demonstrate your ability to relay information clearly. Whether it’s through your writing style or examples of past experiences, let us know how you’ve effectively communicated in previous roles.
Highlight Your Problem-Solving Skills: We love a tenacious problem solver! In your application, share specific examples of how you've tackled challenges in the past. This will show us your analytical thinking and your ability to stay calm under pressure, which are crucial for this position.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about who we are and what we do at StudySmarter.
How to prepare for a job interview at BTS
✨Know Your Digital Stuff
Make sure you brush up on BTS's digital products and platforms before the interview. Familiarise yourself with common issues and troubleshooting techniques, as you'll need to demonstrate your tech-savviness and problem-solving skills.
✨Show Off Your Communication Skills
Since this role involves a lot of communication, practice explaining complex concepts in simple terms. Be ready to showcase how you can relay instructions clearly, both verbally and in writing, as this will be key in supporting your colleagues.
✨Be Proactive and Organised
Prepare examples that highlight your ability to stay organised and manage multiple tasks simultaneously. Think of times when you anticipated problems and took steps to prevent them, as this shows your proactive nature.
✨Embrace Change and Curiosity
Demonstrate your adaptability by discussing how you've handled unexpected changes in the past. Show your curiosity for learning new systems and your eagerness to share knowledge with others, as this aligns perfectly with the role's requirements.