Service Desk Analyst

Daisy Group
Wakefield, UK
08 Oct 2019
02 Nov 2019
Contract Type
Full Time
Our Service Desk Analysts provide support for incident resolution and requests reported to the Service Desk. You will oversee the initial assessment, triage, research and resolution of incidents and requests regarding the use of application software products and/or infrastructure components.

The Service Desk is also focused on the continuous improvement of service for our customers. It is also key objective to build rapport with our customers both internally and externally to help drive customer loyalty and customer satisfaction.
  • Job Title: Service Desk Analyst
  • Location: Wakefield, West Yorkshire
  • Salary: Up to £20,000 DOE

Your Responsibilities:
  • Ensure all customers are provided with first class service experience
  • Log and categorise all incidents and requests on the call logging system with an appropriate level of detail
  • To liaise and manage with any 3rd Party Suppliers which maybe involved in the resolution of an incident
  • To provide customers with regular updates in line with SLA's
  • To ensure that a suitable level of first time fix is achieved as per agreed KPI's
  • Housekeeping tasks, monitoring, checking and dispensing fixes for known issues
  • Contribute effectively to the establishment and maintenance of the departmental knowledge base

Knowledge, Skills and Experience:
  • Experience of performing a customer-facing role responsible for delivering high quality and time-critical service
  • Experience of working in an IT Service Desk function in an organisation of comparable size and complexity
  • Experience of working to, and consistently meeting, Service Level Agreements and targets
  • Understanding of and experience of using ITIL processes for Incident & Problem management
  • Excellent written and verbal communication skills
  • Experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests
  • Ability to clearly translate technical issues and solutions in plain language to non-technical audience
  • A questioning nature with the ability to think laterally to diagnose and resolve root causes of technical incidents

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

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