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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 team at BTS, a leader in digital solutions.
- Benefits: Gain valuable experience, training, and a supportive work environment.
- Why this job: Be the go-to person for tech support and make a real difference.
- Qualifications: Strong communication skills and a knack for problem-solving required.
- Other info: Fast-paced environment with opportunities for growth and learning.
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
- 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
- is 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 - Portsmouth employer: BTS
Contact Detail:
BTS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Helpdesk Coordinator - 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 Helpdesk Coordinator role. Building connections can give us insights that you won't find in the job description.
✨Tip Number 2
Prepare for the interview by practising common questions related to troubleshooting and digital support. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers. This will help us showcase your problem-solving skills effectively!
✨Tip Number 3
Show off your tech-savviness! Familiarise yourself with BTS's digital products and platforms before the interview. We want to see that you're not just a quick learner but also genuinely interested in the tools you'll be using daily.
✨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 us that you’re serious about joining the team and ready to dive into the world of digital support.
We think you need these skills to ace Global Helpdesk Coordinator - Portsmouth
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 skills, as these are key to what we’re looking for at BTS.
Show Off Your Communication Skills: Since strong communication is crucial for this role, give examples in your application of how you've effectively communicated complex information in the past. We want to see that you can relay instructions clearly, both in writing and verbally.
Demonstrate Your Problem-Solving Ability: Use your application to showcase your tenacity and analytical skills. Share specific instances where you’ve successfully resolved issues or improved processes, as this aligns perfectly with our need for pragmatic problem solvers.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about 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 troubleshooting techniques, as you'll need to demonstrate your ability to support users effectively.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Highlight your tenacity and calmness under pressure, as these traits are crucial for a Global Helpdesk Coordinator.
✨Communicate Clearly
Practice explaining complex processes in simple terms. You'll need to show that you can relay instructions clearly, both verbally and in writing, so consider doing mock interviews with friends or family.
✨Be Proactive and Organised
Demonstrate your ability to stay ahead of tasks and manage multiple priorities. Share examples of how you've kept projects on track while maintaining attention to detail, as this will resonate well with the interviewers.