Service Desk Analyst

Recruiter
Daisy Group
Location
Birstall, UK
Salary
Competitive
Posted
06 Aug 2019
Closes
09 Sep 2019
Ref
1228116932
Contract Type
Permanent
Hours
Full Time
Do you have a strong customer service background 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 those questions, Daisy Corporate Services wants you to join us as a Service Desk Analyst.
  • Job Title: Service Desk Analyst
  • Location: Birstall, West Yorkshire
  • Salary: Up to £20,000 DOE
  • Hours: 37.5 hours, 7:00am-7:00pm, Monday-Friday

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

The Service Desk Analyst will support the team in line with individual and team objectives and goals. They will adopt a customer centric approach and be accountable for delivery value to the customer and the customer relationship.

Responsibilities
  • Ensuring all incidents and service requests are accurately identified, categorised, prioritised and managed
  • Delivery against agreed objectives, KPIs and SLAs
  • Collaborating with the wider operational, account and 3rd party teams to resolve customer tickets
  • Adoption of documented processes and procedures to support working practice
  • Adoption of the Daisy values and behaviours

Knowledge, Skills and Behaviours

Essential
  • The ability to work under pressure in a fast paced environment
  • 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 skills

Desirable
  • Experience on an IT and/or Telecoms Service Desk
  • Exposure to products and services supported by the desk
  • Knowledge and experience working with ITSM tools such as Service Now
  • An understanding of ITIL v3

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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