1st Line Service Desk Agent

Daisy Group
United Kingdom
11 Feb 2018
21 Feb 2018
Contract Type
Full Time

This role is based on the SSA First Line Service Desk servicing a group of Clients in the Nuclear Industry who have outsourced their IT departments to Atos to be run under a framework agreement. The Service Desk team work with Atos teams covering the full scope of this Managed Services contract to deliver services for approximately 19000 users - staff across 24+ locations.

The First Line Support Analyst’s role is to provide a single point of contact for customers’ incidents and enquiries, taking ownership and responsibility for calls from the initial contact, until the call is closed, while maximising on First Time Fix. The environment in which this role operates is fast paced and continually challenging.

Salary: DOE

Location: Cumbria

Hours: 40 hours per week Monday to Sunday

Job Responsibilities

  • Team Working: Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams.
  • Communication: Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner.
  • Problem Solving and Decision Making: Shows evidence of handling majority of issues/problem escalations and suggest resolutions with minimum prompting from 2LS / Team Leader.
  • Flexibility: Shows evidence of being able to adapt to new situations outside of assigned team.
  • Attitude: Demonstrates drive and determination in coping with difficult situations.
  • Self-Management: Demonstrates evidence of good timekeeping, professional appearance and time management.
  • Customer Service: Demonstrates awareness of customer and business needs.
  • Call/contact and Ticket Quality: Demonstrates expected Quality requirements consistently.
  • Tools: Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
  • Maximise First Time Fix (FTF) opportunities: Achieves, at minimum, upper level of FTF criteria.
  • Telephony Average Handle Time (AHT) & Contacts per Analyst per Day (CPAPD) at or better than target: Manages call durations, wrap up times and CPAPD in line with team target. Has an awareness of impact and is proactive in seeking improvement.

The Person

Preferable that Candidates have previous experience in working Customer Service environments. Demonstrable understanding and experience in using:

  • Windows Operating Systems (Windows 7)
  • Microsoft Office suite of applications (i.e. Word, Excel, PowerPoint, Outlook, Access)

Fluent English Language skills, able to communicate easily with customers both verbally and in writing.

Able to describe technical details to non-technical customers in simple plain English. Be able to learn other roles and contracts to assist in leveraged working throughout the contact centre.

Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution.

Attention to detail, able to document the details of issues clearly in a concise understandable manner

You will be required to undergo and successfully gain a Disclosure Scotland and SC security clearance check in order to undertake this position.

Demonstrable understanding and experience in the following areas:

  • Previous experience of working in Contact Centre environment
  • Previous experience of working in IT
  • Understanding of Service Level Agreements
  • IT Certification

Daisy Group... About us

When Daisy Group was first established, it had a simple business model, to be an alternative provider of telephone lines and calls for UK-based small and medium-sized businesses.

Well over a decade later and both Daisy and the telecommunications industry are almost unrecognisable. As technology and the different types of communication have advanced, Daisy has continued to evolve to ensure that it is able to offer customers and partners a full suite of IT and telecommunications products and services.

Over the last decade Daisy has developed through a combination of organic and acquisitive growth. With a business-to-business only focus, Daisy now boasts more than 60,000 customers and supplies IT and communications to some of the UK’s best-known organisations.

Daisy provides a range of unified communications and IT services, including connectivity, voice, maintenance, as well as cloud and hosting solutions.

The Package

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:

  • Holiday entitlement of 25 days, plus bank holidays
  • Additional day’s holiday for every year of service, up to a maximum of 30 days.
  • Holiday Purchase Scheme
  • Company Sick Pay
  • Childcare Vouchers
  • Eye care Vouchers
  • Discounted Medicash Membership
  • Monthly reward scheme
  • Daisy Deals - Everyone who works at Daisy has the option to take advantage of discounts and savings at over 1,200 retailers.
  • Discounts on a range of Daisy products

Why work for Daisy?

It only takes a quick glance inside Daisy to appreciate the contribution of every single employee to our success.

Whatever our employees do - from sales and marketing to engineering and customer service - their dedication is helping thousands of UK businesses realise their digital potential.

In order to reach our target, we make sure that every person has the opportunity to create a long and successful career at Daisy. With so many varied roles across 30 sites throughout the UK, and various training and development programmes, the growth opportunities with us are boundless.

So if you’re an enthusiastic, driven and passionate individual looking to make a difference, you could be just the type of person we are looking for.

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