Job Description

The Service Desk Analyst will look to deliver an exceptional experience to Daisys high-profile customer base through a proactive and well executed approach to management of customer queries and service delivery.

They will provide support for incident resolution and request fulfilment that is customer focused in the delivery of service excellence and continual service improvement.

They will support the team in line with individual and team objectives and goals. They will adopt a customer centric approach and be accountable for delivering value to the customer and the customer relationship.

Your Responsibilities

  • To provide a ‘right first time’ level of service which ensures customer needs and expectations are met
  • To identify opportunities to maximise growth and revenue through cross selling opportunities referring where appropriate, to specialist sales teams
  • Identify and escalate any process issues and offering suggestions/ideas for suitable resolutions
  • Ensuring all incidents and Service Requests are accurately identified, categorised, prioritised and managed
  • Delivering against agreed objectives, KPIs and SLAs
  • To perform fault diagnostics for connectivity issues, including copper and broadband lines
  • To be able to assist customers with simple billing queries
  • Collaborating with the wider operational, account and 3rd party teams to resolve customer tickets
  • Ensure clear, concise and comprehensive notes are entered onto the systems after each and every customer contact, with relevant documents attached where necessary
  • Confidence in handling customer escalations, managing objections and taking ownership to get a full resolutions
  • Adoption of documented processes and procedures to support working practices
  • Adoption of Daisy values and behaviours

    • Qualifications

    Essential:

    · The ability to work under pressure in a fast paced environment

    · Drive, self-motivation and ability to work under own initiative

    · Good organisational skills with the ability to multi-task

    · Previous customer service experience

    · Good relationship building skills

     · Good verbal and written communication skills

    · Good problem solving abilities

    Desirable:

    · Experience on an IT and/or Telecoms Service Desk

     · Exposure to products and services supported by the desk

    · Knowledge and experience working with ITSM tools such as Service Now

    · An understanding of ITIL v3

    Additional Information

    At Daisy, our values are centred around our people; therefore, we show our appreciation by providing various benefits and rewards to all our employees. Here are just some of the benefits that makes Daisy a great place to work.

    We all deserve a break

  • In need of a holiday? Starting at 25 days holiday, your allowance increases to up to 30 days for each year you stay with us. BONUS You can buy extra holidays too. 
  • Nothing says happy birthday like a day off thats why we give you an extra day to do with what you wish.
  • We LOVE love so much in fact, that you get ANOTHER paid day to go and get married! 

    • We care about you and our planet

  • Progress your skills or learn something new with stress-free virtual or classroom learning through Daisy University and Apprenticeship and Talent programmes.
  • Hybrid and remote working, to ensure work WORKS for you.
  • We have our very own in-house wellbeing coach to inspire, engage, guide and support YOU.
  • Employee assistance scheme – here to look after your health, mental health and financial wellbeing.
  • Family-friendly policies, to support our employees when they need it.
  • Our helping hands initiative allows you to take up to three days leave each year to carry out VOLUNTEER work.
  • Because your health is our top priority we offer discounted membership for HEALTH plans
  • Eye Care Scheme so you can SEE your skill develop with Daisy
  • One-stop SHOPPING discount and savings on more than 1,200 retailers through The Exchange, our online discount platform
  • Career breaks, offering you the opportunity to pursue something you have always dreamed of.
  • Death in Service Insurance, so you know your close ones are protected.

    • As a member of the Disability Confident Scheme, we are pleased to be able to play our part in ensuring that everyone has the opportunity to fulfil their potential and realise their aspirations.