Job Description

At Daisy our Service Desk Team Manager’s objectives are:

· To manage the Service Desk and to ensure the customers requirements are met.

· To ensure that the most effective and efficient service solution is provided for each incident logged to meet customers SLA and expectations. 

· This role includes an out of hours senior manager on call rota scheme.

· To ensure incidents and service requests are managed and progressed for the end customer within the contractual SLA

· The ability to work in a team and manage and plan the workload.

Responsibilities

· Responsible for managing the dedicated Service Desk based in Milton Keynes To provide a focal point of communication and technical escalation

· To liaise with all other internal departments and external partners

· Co-ordination of all service functions within specified range

· Contact with end customer, partners and TSPs, Daisy internal resolver groups, service desk analysts and management within Daisy.

· To liaise with other desks when we provide the Out of hours support

· Perform administrative duties where necessary

· 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.

· Carry out any ad hoc assignments as and when required.

· To be compliant with health and safety company policy and legislation.

Knowledge, skills, experience:

· Technical Helpdesk experience 3 years

· Customer Service experience including a good telephone manner 2 years

· Supervisory Management experience 5 years

· Service Desk Management experience 3 years

· Advanced use of Allvotec Service Management Tools

· Mitel Telephony

· ServiceNow Call Management System knowledge

· General knowledge of service Call Management Tools

· In depth knowledge of MS Excel for reporting

· Extensive experience of writing Service Desk procedures and processes

· ITIL v4.0 Foundation accreditation

· A thorough working knowledge of Windows 10

· MS Office, Outlook, LocalRoaming profile, Active Directory & Exchange as well as experience of remote support.

· Knowledge of hardware Desktop PCs, Laptops & Printers

· Making informed decisions

· Communication

· Team Work

· Assertiveness

· Self-motivated

· Able to use own initiative

· Ability to work under pressure

· Attention to detail

· Co-operative

· Flexible working attitude

· Active Team player

· Tact & diplomacy

· Reliable and Honest

Join us on our journey as we focus on Technology, Sustainability and People. Lets make a positive difference, together.

Additional Information

Why work at Daisy?

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.

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