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Since being founded in 2001, Daisy delivers IT solutions and services to more than 2,000 UK businesses across all sectors – with a portfolio spanning Modern Workplace, Connectivity, Unified Communications, Cloud, Cyber Security and Operational Resilience. We are one of the largest providers of communications and IT solutions across the UK!

**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 £22k per annum + 20% Shift Allowance

Contract Type: Permanent, Full Time

Working Style: Home Based

Working Pattern: Night Shift - 19:00 - 07:00 - 4 days on, 4 days off

Would you like to join one of the largest providers of communications and IT solutions across the UK as a Help Desk Agent on a hybrid basis?

The Help Desk Agent provides support for incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. In this role, you will ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible.

This role is also focused on the continuous improvement of service for our customers. The key objectives are to provide an outstanding resolution service whilst building rapport with our customers both internally and externally, to help drive customer loyalty and customer satisfaction.

Key responsibilities include:

• Ensuring all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of incidents, Service Requests and Service updates.
• Consistently working to meet and exceed KPI’s measures.
• Accurately logging and categorising incidents or requests using the call logging system
• Taking full ownership 7 of incidents and service requests through to resolution
• Escalating any incidents and service requests which cannot be resolved at the Service Desk through the appropriate channels
• Liaising with 3rd Party Suppliers as required to assist with resolution of incidents and service requests
• Keeping customers informed with regular updates in line with SLA’s
• Ensuring suitable levels of “first time fixes” are achieved in line with agreed KPI’s
• Consistently monitoring, checking and providing fixes for known issues that may arise for customers
• Contributing to the establishment and maintenance of the departmental knowledge base to help improve team understanding

Preferred Experience

• Previous experience in a customer-facing role that is responsible for delivering high quality and time-critical services.
• Experience of working in an IT Service Desk function
• Experience of working to, and consistently meeting targets in line with SLA’s
• Understanding of and experience of using ITIL processes for Incident & Problem management
• Excellent written and verbal communication skills
• Proven planning and time-management skills
• Experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests
• Ability to clearly translate technical issues and solutions in plain language to non-technical audiences
• Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations
• Inquisitive nature with the ability to think laterally to diagnose and resolve root causes of technical incidents
• Ability to quickly understand clients, their products and their industry

Key Competencies

• Friendly and pleasant nature
• Self-motivated
• Ability to work under pressure
• Attention to detail
• Team player
• Tactful & diplomatic
• Co-operative
• Flexible

Desirable

• Knowledge and experience working with ITSM tools such as Service Now
• ITIL Foundation certification

Some of the key benefits we offer include:

• Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
• 1 Free day of annual leave for birthdays!
• Daisy University 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.

Interested? Submit your interest today for review and consideration by our friendly Talent Acquisition Team!