Service Desk Analyst

Job Title: Service Desk Analyst (24/7 - nights position)

Salary: £24,000

Hours of work: 4 on 4 off shifts comprising of 12hrs Between 7pm & 7am

The primary function of this role is to log new incidents/service requests reported by Daisy customers and provide a technical response, and achieving immediate resolution where possible or alternatively performing diagnostics to identify the best possible next escalation path. You should have technical helpdesk experience with a proven ability to perform technical diagnostics and administration of Telephony and ICT Systems, communicating with Clients on a technical level to provide immediate resolution where possible. This role will require an enthusiastic individual who is able to apply all company and departmental policies, procedures and work instructions to their daily tasks, and proactively contribute to improving these where possible. This position will require a high level of attention to detail capturing all information from the customer to enable speedy diagnosis and resolutions where possible. It will also require the ability to be able to build rapport and maintain strong relationships with our customers to help drive and improve our quality of service.

• Logging new incidents and service requests received by email, telephone or customer portal 
• Providing technical response to Client end-users and Service Desks 
• Provide immediate resolution over the phone where possible 
• IT and telephony system administration including software moves, adds and changes 
• Completing IT and telephony system routine maintenance 
• Responding to monitoring alerts to identify and take appropriate action to avoid service impact 
• Diagnosing and resolving software, hardware and usage issues 
• Building, deploying and configuring hardware platforms 
• Installing and configuring software
• Understanding and utilising support technologies 
• Maintaining all relevant service management system tickets, inventory and other data 
• Escalating incidents or service requests when necessary to the appropriate internal or external skill 
group, ensuring effective handover of diagnostics carried out to date and results 
• Ensuring incidents, service requests and maintenance tasks are managed within Client service levels 
• Ensure all updates applied to tickets have correct grammar and spelling 
• Building and maintaining relationships with colleagues, Client contacts and internal stakeholders e.g. 
service management and project management teams, 2nd and 3rd line technical support teams 
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the 
template accessible via the corporate Intranet. 
• Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full 
compliance with current legal, regulatory and company requirements.
If you are a Manager of staff, you must ensure: 
➢ your team are aware of their security responsibilities & know how to access Daisy Group Security 
Policies hosted on the Intranet; 
➢ the principles listed with the Daisy Group Security Policy Statement document are embedded 
within the operations of your team. 
Carry out any ‘ad hoc’ assignments as and when required. 
To be compliant with health and safety company policy and legislation.

• Customer service experience (Mandatory) 
• Previous Helpdesk experience providing 1st line technical support (Desirable) 
• Telephony system administration – Mitel, Cisco, Skype for business (Desirable) 
• Windows Server and MS Exchange Administration/Support including Active directory 
(Desirable) 
• Demonstrable understanding of and ability to work with ICT and emerging technologies 
• Excellent Team working and inter-personnel skills 
• Desire to learn 
• Confidential information handling 
• First year technical apprenticeship (Desirable) 
• Maths GCSE at grade “C” or above or equivalent qualification. 
• English GCSE at grade “C” or above or equivalent qualification 
• ITIL Foundation v3 (Desirable) 

Working Location/Environment
Horsham

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married
• Auto enrolment following probation into a salary pension scheme
• Access to exclusive offers on a range of Daisy products