Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch digital support and troubleshoot issues for clients and colleagues globally.
- Company: Join a dynamic team at BTS, a leader in digital solutions.
- Benefits: Gain valuable experience, training, and a supportive work environment.
- Other info: Fast-paced environment with opportunities for growth and learning.
- Why this job: Be the go-to person for digital queries and make a real impact.
- Qualifications: Strong communication skills and a knack for problem-solving required.
The predicted salary is between 30000 - 40000 £ per year.
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
- 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
- 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, and 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 of 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
Locations
Global Digital Helpdesk Specialist in Hampshire, Portsmouth employer: BTS
Contact Detail:
BTS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Digital Helpdesk Specialist in Hampshire, Portsmouth
✨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 Digital Helpdesk Specialist role. This insider info can give you a leg up!
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Think of real-life examples where you've solved tech issues or helped others. Being able to share these stories will show you're the calm, tenacious problem solver they're looking for.
✨Tip Number 3
Show off your digital savvy! Familiarise yourself with BTS's digital products and platforms before the interview. The more you know, the better you'll be at demonstrating your ability to support users through constant change.
✨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 genuinely interested in being part of the BTS team. Let's get you that job!
We think you need these skills to ace Global Digital Helpdesk Specialist in Hampshire, Portsmouth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Global Digital Helpdesk Specialist role. Highlight your relevant experience with digital platforms and troubleshooting skills, as this will show us you’re a great fit for our team.
Show Off Your Communication Skills: Since strong communication is key in this role, use your application to demonstrate how you relay information clearly. Whether it’s through your writing style or examples of past experiences, let us see your professional level of English in action!
Highlight Your Problem-Solving Abilities: We love a tenacious problem solver! Share specific examples of how you've tackled challenges in the past, especially in tech-related scenarios. This will help us understand your approach to troubleshooting and issue resolution.
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 shows us you’re keen on joining our team at BTS!
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 solutions, as well as any recent updates or changes. This will show that you're proactive and ready to hit the ground running.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled tech issues in the past. Think about specific situations where you identified a problem, worked through it calmly, and found a solution. This will demonstrate your troubleshooting skills and tenacity.
✨Communicate Clearly
Practice explaining complex concepts in simple terms. You might be asked to describe how you would help a colleague with a digital query, so being able to communicate effectively is key. Use clear, concise language and avoid jargon.
✨Be Ready for Change
BTS is all about adapting to new systems and processes. Be prepared to discuss how you handle change and uncertainty. Share examples of times when you've successfully navigated a shifting environment, showing your flexibility and eagerness to learn.