Service Desk Analyst - 4 on, 4 off

  • Full-time

Company Description

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

Job Description

 

Job Title: Service Desk Analyst
Role: Permanent, Full Time, Days and Nights
Location: Horsham
Hours: 7:00am - 7:00pm, 4 on, 4 off shift pattern
Salary: Up to £24,000

The Service Desk Analyst will look to deliver an exceptional experience to Daisy’s 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 fulfillment 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.

Responsibilities:

  • Logging new incidents and service requests received by email, telephone or customer portal
  • Providing technical response to Client end-users and Service Desks
  • Provide immediate resolution over the phone where possible
  • IT and telephony system administration including software moves, adds and changes
  • Completing IT and telephony system routine maintenance
  • Responding to monitoring alerts to identify and take appropriate action to avoid service impact
  • Diagnosing and resolving software, hardware and usage issues
  • Building, deploying and configuring hardware platforms
  • Installing and configuring software
  • Understanding and utilising support technologies
  • Maintaining all relevant service management system tickets, inventory and other data
  • Escalating incidents or service requests when necessary to the appropriate internal or external skill group, ensuring effective handover of diagnostics carried out to date and results
  • Ensuring incidents, service requests and maintenance tasks are managed within Client service levels
  • Ensure all updates applied to tickets have correct grammar and spelling
  • Building and maintaining relationships with colleagues, Client contacts and internal stakeholders e.g. service management and project management teams, 2nd and 3rd line technical support teams
  • 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.
  • To be compliant with health and safety company policy and legislation.

Qualifications

 

  • Customer service experience (Mandatory)
  • Previous Helpdesk experience providing 1st line technical support (Desirable)
  • Telephony system administration – Mitel, Cisco, Skype for business (Desirable)
  • Windows Server and MS Exchange Administration/Support including Active directory (Desirable)
  • Demonstrable understanding of and ability to work with ICT and emerging technologies
  • Excellent Team working and inter-personnel skills
  • Desire to learn
  • Confidential information handling
  • First year technical apprenticeship (Desirable)
  • Maths GCSE at grade “C” or above or equivalent qualification.
  • English GCSE at grade “C” or above or equivalent qualification
  • ITIL Foundation v3 (Desirable)

Additional Information

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

  • 25 days holidays, plus bank holidays, and the option to purchase more!
  • Professional development to help you achieve your personal goals
  • Eye care vouchers available and discounted Medicash membership
  • Access to discounts and savings at more than 1,200 retailers
  • An additional day off on your birthday or if you're getting married
  • Auto enrolment following probation into a salary pension scheme
  • Access to exclusive offers on a range of Daisy products
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