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DaaS Service Agent

4 months ago

Leatherhead, United Kingdom Bytes Software Services Full time

Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023.

At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition and inclusivity and offer a wide range of benefits to support staff wellbeing.


Your Future Starts Here


PURPOSE OF JOB:

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 end-to-end processes ensuring the end users receive the highest level of service
  • Manage the communication between external Partners and Bytes.
  • Processing of DoA and Warranty requests
  • Processing of general service queries (billing, onboarding etc)
  • 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


QUALIFICATIONS, EXPERIENCE, & SKILLS:


Educational Qualifications:

  • Minimum 5 GCSE’s including Maths & English (Grade 9 - 4 / A- C) - Desirable
  • A-Levels - Desirable

Experience:

  • Proficient in Excel - Essential
  • Understanding of BMW/DaaS processes - Desirable
  • Service Desk toolset - Desirable


CORE COMPETENCIES & SKILLS:

  • 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. Self-motivated and able to take responsibility
  • Tenacious, adaptable and quick to learn