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For Companies At a Glance
- Tasks: Provide top-notch support to clients and colleagues, resolving issues efficiently.
- Company: Join a dynamic team at BTS, a leader in digital solutions.
- Benefits: Gain valuable experience, training, and a fun work environment.
- Why this job: Be the go-to person for tech support and make a real difference.
- Qualifications: Quick learner with strong communication skills and a knack for problem-solving.
- Other info: Flexible role with opportunities for growth in a fast-paced digital landscape.
The predicted salary is between 30000 - 42000 ÂŁ 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
- 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
- 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
- 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.
- 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).
- 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: Sabre BTS
Contact Detail:
Sabre 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.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Think of examples where you've solved problems quickly and effectively, as this will show you're the calm, tenacious person 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 team at BTS.
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, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
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. Whether it's through writing or speaking, we want to know you can relay instructions clearly!
Demonstrate Your Problem-Solving Ability: We love a tenacious problem solver! In your application, share specific instances where you've tackled challenges head-on and found solutions. This will show us that you're the kind of person who thrives on getting to the heart of issues.
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 you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Sabre BTS
✨Know Your Digital Stuff
Make sure you brush up on BTS's digital products and platforms before the interview. Familiarise yourself with their functionalities and common issues, so you can confidently discuss how you'd support users and troubleshoot problems.
✨Show Off Your Problem-Solving Skills
Prepare examples of how you've tackled tech issues in the past. Highlight your calm approach to problem-solving and your tenacity in seeing things through to resolution. This will demonstrate that you're the go-to person they need!
✨Communicate Clearly
Practice explaining complex processes in a simple, step-by-step manner. Being able to relay instructions clearly is crucial for this role, so think about how you can showcase your strong communication skills during the interview.
✨Be Proactive and Organised
Show that you're not just reactive but also proactive. Discuss how you prioritise tasks and manage your time effectively. This will reassure them that you can handle multiple elements simultaneously while keeping an eye on long-term goals.