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Daas Service Desk Agent

3 months ago

Leatherhead, Surrey, United Kingdom Bytes Full time

Start Date:
Immediate

Contract type:
Permanent

Reports to:
Services Support Manager

Work Pattern:
Hybrid


Established in 1982, Bytes has grown rapidly and now employs over 450 people across 5 locations in the UK and Ireland.

Our turnover in Financial Year 2019 was in excess of £520M. We work with SME's, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.


We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally.

There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

Here's a bit about us...

  • Operating from modern, hybrid working environments with offices in Leatherhead, Reading or Manchester
  • Over 550 staff (plans to double in size over the next 5 years)
  • Winners of an array of industry awards
  • Sunday Times Top 100 Best Places to Work
  • Excellent training and career prospects offered
  • Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
  • Supporters of 85+ charities with strong commitment to diversity and sustainability

We grow great people to deliver amazing things - with an emphasis on Personal Growth, Opportunity and Impact.

ABOUT THE ROLE:


The purpose of the DaaS Service Desk Agent is to deliver excellent customer service through continuous improvement that gives customer confidence, you will do this by understanding customer's needs, delivering technical excellence, and ensuring communication is concise, responsive and of a high quality.


  • Key Responsibilities:_
  • Daily management and prioritisation of your own workload (assigned ticket queue) and escalating to senior Managers when necessary.
  • Meeting / exceeding target SLAs (first response, resolution, update cadence)
  • Managing the endtoend processes ensuring the end users receive the highest level of service
  • Managing the communication between external Partners and Bytes.
  • Processing of DoA and Warranty requests
  • Processing of general service queries
  • Processing of New Device Request
  • Processing of Mult user access request (Office License)
  • Processing of New Joiner requests (Practices)
  • Processing of Software Requests (Packaging Payment)
  • Processing of Leavers Requests

ABOUT YOU:

Essential Qualifications, Skills & Experience:

  • Proficient in Excel

Desired Qualifications & Experience:

  • Minimum 5 GCSE's including Maths & English (Grade 4 / A
  • C)
  • A-Levels
  • Understanding of BMW/DaaS processes
  • Service Desk toolset

Core Competencies:

  • Organised individual with excellent time management
  • Accuracy and attention to detail essential
  • Copes well under pressure and can meet deadlines
  • Excellent verbal and written communication with customer service/facing skills essential ability and confidence to engage with customer stakeholders (internal/external) at all levels up to C-Suite.
  • Selfmotivated and able to take responsibility
  • Tenacious, adaptable and quick to learn