Service Desk Analyst - Home Based

Since being founded in 2001, Daisy delivers IT solutions and services to more than 2,000 UK businesses across all sectors – with a portfolio spanning Modern Workplace, Connectivity, Unified Communications, Cloud, Cyber Security and Operational Resilience. We are one of the largest providers of communications and IT solutions across the UK!

Location: Home Based

Salary: Competitive

Contract Type: Permanent, Full Time

Hours: 37.5 hours per week

Schedule: 7.5 hours per day, Monday – Friday (Between 8am – 6pm)

Are you passionate about all things IT? Do you have experience within a Help Desk or other similar environment? If you answered yes, you should join our friendly team as a Service Desk Analyst working on a home-based basis.

In this exciting role, you will be working as part of our dedicated Service Desk team actioning multiple requests from our customers’ end-users, partners and suppliers, across multiple channels including telephone, email, chat and our online portals.

Some of the key responsibilities include:

• Actioning multiple requests and incidents from customer end-users, partners and suppliers across multiple channels including telephone, email, chat and online portal.
• Ensuring all incidents and service requests are managed and progressed for the end customer within the contractual service level agreements.
• Responsible for the desk out of hours ensuring actions and workloads are progressed correctly.
• Responsible for the triage, update and management of all Daisy tickets raised out of hours.
• Providing a focal point of communication for our customers and suppliers and coordinating technical escalations when required.
• Liaising with other internal departments and external partners to assist with incident management and resolution.
• Co-ordinating various service functions within a specified range.
• Vetting and providing effective resolution of incidents; using a sound knowledge of networking architecture and protocols to assist with the troubleshooting.
• Performing ad hoc administrative duties when required to support resolution and management.
• Remaining vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet.
• Periodically reviewing our security policies to ensure full compliance with current legal, regulatory and company requirements.
• Carrying out any ‘ad hoc’ assignments as and when required.

Preferred Experience

• 2 years of technical experience working within an I.T helpdesk performing a similar role. (preferred)
• Knowledge and experience of working with an ITSM toolset.
• Good working knowledge of active directory, Microsoft exchange and cloud-based technologies.
• Experience of following service desk procedures and processes.
• Experience of meeting Service Level Agreements and targets.
• Experience in maintaining good supplier relationships.
• Proven track record of working well within a team.

Key Competencies

• Excellent communication skills.
• Self-motivated with the ability to motivate others.
• Approachable with ability to establish rapport with internal and external customers.
• Tact and diplomacy.
• Optimistic approach to tasks and assertive when required.
• Ability to work under pressure.
• Attention to detail.
• Flexible working attitude.
• Reliable, honest and punctual.

Some of the key benefits we offer include:

• Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
• 1 Free day of annual leave for Birthdays!
• Daisy University and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.
• Hybrid working to ensure work WORKS for you!
• Enhanced family friendly policies – We are here to look after you and your nearest and dearest.
• Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
• The Exchange – Online discount platform for more than 1,200 retailers.

Interested? Submit your interest today for review and consideration by our friendly Talent Acquisition Team!