Do you have a strong background in customer service and are looking to specialise in IT? Do you have the drive and determination to provide industry-leading service to some of the UK's largest corporate companies? If you answered yes to both of those questions, Daisy Corporate Services wants you to join us as a Service Desk Analyst on our Connectivity team. 

Our Connectivity team acts as a single point of contact for our customers who utilise the Service Desk to progress all faults, Service Requests, Changes and Problems. They also provide end to end customer experience covering, but not limited to, Copper Line and Broadband faults, Circuits and MPLS issues. 

Job Title: Service Desk Analyst
Location: Horsham
Salary: £20,000

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

• Demonstrate an ability to work within a fast paced environment showing dedication and
• ownership within the service industry
• 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

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…

• Up to 38 days holiday, plus bank holidays
• The day off on your birthday!
• Fantastic learning and development opportunities through "Daisy University" to help you achieve your career goals. 
• Access to excellent discounts and savings at more than 1,200 retailers
• Access to exclusive offers on a range of Daisy products