The Senior Service Desk Technician provides support for incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. 

• Job Title: Senior Service Desk Technician
• Salary: Up to £22,000 DOE
• Location: Birstall, West Yorkshire
• Hours: 35 hours, Monday-Friday, 7:00am-7:00pm

Your Responsibilities:

• To provide high-quality, highly visible desk side and floor-walking support functions to the customer and log such activities through the call systems as work is completed.
• To log and categorise incidents or requests on the call logging system with an appropriate level of detail
• To install pre-defined computer ‘images’ onto desktop and laptop computers in the case of a serious system failure.
• To install or re-install any applications onto PCs in line with installation procedures.
• Perform basic networking support, including investigating faults, patch, tracing & replacing from deskside to switches
• To perform diagnostic services using all available resources, including the use of other customer-based and external support parties.
• To manage hardware repair through the customer defined warranty & non warranty routes
• Create tickets for walk-ins and support the user to resolution
• To update call management systems with relevant notes to aid the customer, the end-user, other teams, and other members within our own team with resolutions, customer updates and escalations.
• Provide alternative solutions including a “Box/Hardware Swap” where possible to provide a quick resolution with minimum inconvenience to the user.
• Provide remote support to end-users.
• Provide simple patching services both from floor to desktop equipment and within the comms room where access has been permitted
• Ensure the Team Leaders are aware of any potential escalations
• Overtime when required for out-of-hours/project activity.
• Update Asset spreadsheet spreadsheets & CMDB via Service Now.
• Carry out other tasks as requested by the Team Leader including but not limited to simple Health & Safety tasks within own working area plus regular process reviews to ensure compliance ahead of regular internal and external audit checks.
• Be prepared to provide cover to sites at other locations or locally as required (for backfill and busy periods) in order to help maintain the overall SLA.
• 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

• Desk Side Experience
• Strong product related technical background
• Knowledge of Windows 7, 8, 8.1 and 10
• Microsoft Office 2010, 2013 & 365
• Mobile Phone Support
• SCCM knowledge
• Imaging and re-imaging devices
• Manual installation of software where required
• VPN/Wireless knowledge
• Can work to SLA’s and prioritise
• Provision of on-site support for maintenance calls
• Act as a focal point for all work being undertaken onsite
• To work as a member of the team to provide the most effective method of service delivery
• To cover any IT related tasks when required within the scope of the contract
• VIP/Exec support
• Stock Management
• Knowledge of basic printer maintenance
• Ability to drive - Driving License
• Service Now - Desirable

Key Competencies

• Confidence in decision making and owning a resolution to the end
• Ability to work alone with minimal support
• Established skills in specific products
• Proven product related technical skills
• Solid understanding of other technical areas
• Communication skills
• Can do attitude
• Approachable and willing to approach
• Excellent customer facing skills
• VIP/Executive support
• Ability to prioritise
• Initiative
• Patience/tact and diplomacy
• Problem solving
• Attention to detail
• Problem management
• Lateral multi-tasking ability
• Ability to make quick, accurate, decisive decisions in order for service delivery to meet SLA’s
• Ability to work under pressure as an individual or within a team

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