Shift Service Desk Analyst

Job Title : Shift Service Desk Analyst - Days Only

Department: Service Desk

Salary: up to £25,300 including shift allowance 

Multiple oppertunities available! 

The Service Desk is primarily responsible for first line contact with our customers resolving incidents and fulfilling requests for end-users and liaising with other Service Desks on behalf of our customers around their IT and telecommunications products. In this role you will be handling cases relating to communications and connectivity products such as telephones and broadband. We pride ourselves on being they’re for our customers and recognising the critical nature our products deliver to their businesses. Having a fast internet connection has never been more important, which is why we need to be ready to support customers and colleagues when they have an issue or need to make changes using our core contact channels – telephone, email, and online portal.

·         Deliver an exceptional customer experience through a friendly, and professional approach to handling incidents and services requests raised and managed via telephone, email, or online portal.

·         Prioritising, progressing, and monitoring incidents and requests to ensure they are resolved within the agreed timescales and service level agreements.

·         Coordinate activity with Daisy’s partners and suppliers through ownership and strong communication.

·         Build and utilise strong working relationships within internal stakeholders to drive activity to support Service Desk objectives.

·         Provide high-quality, informative updates within our case management system that demonstrate ownership, good standards or writing and attention to detail.

·         Build upon initial training (provided by Daisy) to support self-development and continued growth of capability in order to support telecommunications and connectivity products.

·         Apply sensible rationale and decision-making skills whilst performing your role to demonstrate a ‘customer-first’ approach and understanding.

·         The role of Service Desk requires a level of flexibility to support activity across the wider business, this would be at managers discretion and based upon skillset and capabilities.

·         Previous experience or demonstrable understanding of working in a customer service role or environment is essential

·         Although previous experience in a 1st line Service Desk, Help Desk or Technical Support function is desirable it is not essential as long as you have a real passion for IT. 

·         Prior knowledge or experience in troubleshooting and supporting the following technologies would be desirable: telephony, broadband, connectivity.

·         Previous experience using a Service toolset to log, update and manage cases or is desirable.

·         Familiarity with software and technologies such as Microsoft 365 and web-based applications such as supplier portals

·         An understanding of ITIL particularly Incident Management and Request fulfilment would be valuable but not essential.

Although previous service desk experience would be beneficial to the role, we dont want to 

What’s in it for you?  

• Love time off? In this role you will be working  4-on 4-off, which means you get more time out (we shouldn’t publish this… but it’s about half a year!) 

• On the job training and support from our team of Service Desk experts, helping you to settle in your role.  

• Weekly internal job newsletter sent directly to you, giving you lots of opportunities to progress your career in a wide range of areas in our business.  

• Hybrid working, with opportunities to work from home as well as working in our office.  

• Training from our very own #DaisyUniversity, with access to 1000 courses from day 1.  

• Access to ‘The Exchange’ where you will have access to discounts and savings at more than 1000 retailers.