Service Desk Analyst - Home Based

Service Desk Analyst - Home Based United Kingdom

Daisy Corporate Services
Full Time United Kingdom 22000 GBP ANNUAL Today
Job description

Company Description


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!


Job Description


Location:
Home Based

Salary: Up to £22k per annum DoE

Contract Type: Permanent, Full Time

Hours: 37.5 hours per week

Schedule: 7.5 hours per day, Monday – Friday (Between 8am – 6pm)

Are you passionate about all things IT? Do you have experience within a Help Desk or other similar environment? If you answered yes, you should join our friendly team as a Service Desk Analyst working on a home-based basis.

In this exciting role, you will be working as part of our dedicated Service Desk team actioning multiple requests from our customers’ end-users, partners and suppliers, across multiple channels including telephone, email, chat and our online portals.

Some of the key responsibilities include:

  • Actioning multiple requests and incidents from customer end-users, partners and suppliers across multiple channels including telephone, email, chat and online portal.
  • Ensuring all incidents and service requests are managed and progressed for the end customer within the contractual service level agreements.
  • Responsible for the desk out of hours ensuring actions and workloads are progressed correctly.
  • Responsible for the triage, update and management of all Daisy tickets raised out of hours.
  • Providing a focal point of communication for our customers and suppliers and coordinating technical escalations when required.
  • Liaising with other internal departments and external partners to assist with incident management and resolution.
  • Co-ordinating various service functions within a specified range.
  • Vetting and providing effective resolution of incidents; using a sound knowledge of networking architecture and protocols to assist with the troubleshooting.
  • Performing ad hoc administrative duties when required to support resolution and management.
  • Remaining vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet.
  • Periodically reviewing our security policies to ensure full compliance with current legal, regulatory and company requirements.
  • Carrying out any ‘ad hoc’ assignments as and when required.

Qualifications


Preferred Experience

  • 2 years of technical experience working within an I.T helpdesk performing a similar role. (preferred)
  • Knowledge and experience of working with an ITSM toolset.
  • Good working knowledge of active directory, Microsoft exchange and cloud-based technologies.
  • Experience of following service desk procedures and processes.
  • Experience of meeting Service Level Agreements and targets.
  • Experience in maintaining good supplier relationships.
  • Proven track record of working well within a team.

Key Competencies

  • Excellent communication skills.
  • Self-motivated with the ability to motivate others.
  • Approachable with ability to establish rapport with internal and external customers.
  • Tact and diplomacy.
  • Optimistic approach to tasks and assertive when required.
  • Ability to work under pressure.
  • Attention to detail.
  • Flexible working attitude.
  • Reliable, honest and punctual.

Additional Information


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!

Service Desk Analyst - Home Based
Daisy Corporate Services

www.dcs.tech
London, United Kingdom
Unknown / Non-Applicable
Unknown
Company - Public
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