Service Desk Analyst – Hybrid

Who are we?

We are Daisy Corporate Services, one of the largest providers of Communications and IT solutions across the UK! Founded in 2001, we have gone from strength to strength as we continue to grow and deliver high quality end-to-end IT solutions and services to more than 2,000 UK businesses, across all sectors.  Our portfolio spans Modern Workplace, Connectivity, Unified Communications, Cloud Solutions, Cyber Security, Operational Resilience and more.

What’s it like to work for us?

We care about our colleagues and strive to give them the support they need to be the best version of themselves!  In fact, in our most recent Colleague Engagement survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication. We also aim to ensure that work works for you by offering flexible working, hybrid/home-based working styles (where possible), holiday purchase schemes, health & wellbeing programs, free day of annual leave for birthdays and more!

**Important**

A full security clearance is required for this role.  Candidates must have lived in the UK for 5 or more years to be considered.

• Location:                    Birstall, Batley
• Salary:                        Up to £24k per annum
• Contract Type:           Permanent, Full Time
• Hours:                        37.5 hours per week
• Working Style:           Hybrid (4 days from home, 1 day in office)
• Working Pattern:       7.5-hour shift between 7am – 7pm

Do you have experience in a Customer Service based role and a keen interest in all things IT?  Are you detailed oriented with a passion for delivering a first-class service to your customers?  If so, you should consider joining our friendly Service Desk Team as a Service Desk Analyst!

In this exciting role, you will work as part of a team to provide support to our customers for incident resolution and requests received by our Service Desk. You will also coordinate the initial assessment, triage, research, and resolution of all incidents and requests using our outstanding application software products and infrastructure components.

Key Responsibilities:

• Providing timely responses to incidents and requests received by the Service Desk
• Consistently exceeding our customers’ expectations by providing an outstanding level of customer service throughout the incident and request journey
• Ensuring all cases are accurately categorised, prioritised and diagnosed at first point of contact
• Accurately logging all cases using the call logging system with the appropriate level of detail for each case
• Providing our customers with regular updates in line with agreed SLA’s
• Meeting and exceeding KPI measures as set by management teams
• Liaising with 3rd Party Suppliers as required to facilitate resolution of cases

What do we need from you?

• At least 1 year of Customer Service experience
• Proficient knowledge of IT subjects
• Passion for consistently delivering outstanding customer service
• Excellent written and verbal communication skills
• Keen attention to detail with the ability to learn and work quickly

Desirable:

• Knowledge of Windows
• Knowledge of Windows Server
• Knowledge of Microsoft Office 365 / Microsoft Azure
• Knowledge of Active Directory
• Basic Networking Skills
• Knowledge and experience working with ITSM tools such as Service Now
• ITIL Foundation certification

What do we need from you?

• At least 1 year of Customer Service experience
• Proficient knowledge of IT subjects
• Passion for consistently delivering outstanding customer service
• Excellent written and verbal communication skills
• Keen attention to detail with the ability to learn and work quickly

Desirable:

• Knowledge of Windows
• Knowledge of Windows Server
• Knowledge of Microsoft Office 365 / Microsoft Azure
• Knowledge of Active Directory
• Basic Networking Skills
• Knowledge and experience working with ITSM tools such as Service Now
• ITIL Foundation certification

Did we mention the perks?

• Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
• Free Days – Free day of annual leave for birthdays and weddings.
• Daisy Grow and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.
• Hybrid Working, to ensure work WORKS for you!
• Enhanced family friendly policies – We are here to look after you and your nearest and dearest.
• Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
• The Exchange – Online discount platform for more than 1,200 retailers.

Ready for the challenge?  Apply today or contact our friendly Talent Acquisition Team for more information.