Senior IT Customer Service Advisor

4 months ago

Birstall, United Kingdom Daisy Corporate Services Full time

Company Description
**Who are we?**

We are Daisy Corporate Services, one of the largest providers of Communications and IT solutions across the UK Founded in 2001, we have gone from strength to strength as we continue to grow and deliver high quality end-to-end IT solutions and services to more than 2,000 UK businesses, across all sectors. Our portfolio spans Modern Workplace, Connectivity, Unified Communications, Cloud Solutions, Cyber Security, Operational Resilience and more.

**What’s it like to work for us?**

We care about our colleagues and strive to give them the support they need to be the best version of themselves In fact, in our most recent Colleague Engagement survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication. We also aim to ensure that **work works for you** by offering flexible working, hybrid/home-based working styles (where possible), holiday purchase schemes, health & wellbeing programs, free day of annual leave for birthdays and more

**Job Description**:
**What’s on offer?**

***Important**
- ** Location**: Home Based
- ** Salary**: Up to £24k per annum + 20% Shift Allowance
- ** Contract Type**: Permanent, Full Time
- ** Working Style**: Home Based
- ** Working Pattern**: Night Shift - 19:00 - 07:00 - 4 days on, 4 days off

**Key Responsibilities**
- Accurate identification, categorisation, prioritisation, diagnosis, and management of Incidents and Service Requests, coupled with effective communication.
- Consistent exceeding of KPIs.
- Precise logging and categorisation using the call logging system.
- Ownership of Incidents and Service Requests to resolution.
- Escalation of unresolved issues through appropriate channels.
- Collaboration with 3rd Party Suppliers when needed.
- Timely customer updates in line with SLAs.
- High "first time fix" achievement in line with KPIs.
- Active monitoring and resolution of known customer issues.
- Contribution to the departmental knowledge base for enhanced team understanding.

**Qualifications**:
**Required Experience**
- Proven track record in customer-facing roles, delivering high-quality, time-sensitive services.
- Background in IT Service Desk operations.
- Demonstrated success in meeting targets aligned with SLAs.
- Proficiency in ITIL processes for Incident and Problem management.
- Hands-on experience with IT Service Management tools for recording, managing, and resolving Incidents and Service Requests.

**Desirable Skills & Qualifications**
- Proficiency in IT Service Management (ITSM) tools, including ServiceNow.
- ITIL Foundation certification

**Key Competencies**
- Strong communication skills (written and verbal).
- Exceptional leadership skills
- Effective planning and time management.
- Technical-to-non-technical translation ability.
- Performs well under pressure with adaptability.
- Analytical problem-solving skills.
- Quick understanding of clients and industries.
- Friendly and approachable.
- Self-motivated.
- Attention to detail.
- Collaborative team player.
- Diplomatic and tactful.

Additional Information
**Did we mention the perks?**
- ** Holiday** - Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme
- ** Free Days **- Free day of annual leave for birthdays and weddings.
- ** Daisy Grow and Apprenticeships** - Giving you the opportunity to expand your skills and knowledge whilst you work for us.
- ** Hybrid Working**, to ensure work WORKS for you
- ** Enhanced family friendly policies** - We are here to look after you and your nearest and dearest.
- ** Health & Wellbeing offering** - Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
- ** The Exchange - Online discount** platform for more than 1,200 retailers.

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