Service Desk Executive

7 months ago

Nelson, United Kingdom Daisy Communications Full time

**Company Description**
Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services we keep Britain working.

We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition - so there’s always an exciting new opportunity to support UK businesses on the horizon.

As a Service Desk Executive, you play a pivotal role in delivering exceptional service to Daisy’s high-profile, mid-market customer base. Taking full ownership of customer queries, you proactively manage service delivery and seek out opportunities for improvement. You serve as the first point of contact for various service queries, including account enquiries, billing, provisioning, technical issues, and more. Additionally, you build and maintain strong relationships with internal and external stakeholders, collaborating across departments to ensure accurate and timely resolution of service requests, thereby reinforcing our commitment to excellence in service delivery

**Location: Nelson or Prudhoe**
**Salary: Up to £23,000 DOE**
**Working Hours: Monday to Friday 8:30/9:00 - 17:00/17:30 (37.5 hours)**

**Key Responsibilities**:
Customer Support:

- Address customer inquiries, troubleshoot technical issues, and provide timely resolutions.
- Ensure customer satisfaction by understanding and meeting their needs effectively

Incident Management:

- Manage incident tickets and prioritise them based on severity and impact.
- Work with technical teams to resolve customer-reported issues within agreed SLAs.
- Communicate updates to customers regarding the status of their reported incidents.

Service Termination and Modifications:

- Process service terminations, upgrades, downgrades, and other modifications as requested by customers.
- Obtain necessary approvals and ensure accurate documentation of service changes.
- Coordinate with internal departments and external vendors to implement service modifications smoothly.

Billing and Account Management:

- Review and resolve billing discrepancies, account inquiries, and contract-related issues.
- Ensure accurate billing and invoicing for customers and address any billing queries promptly.
- Maintain customer account information and update records as needed.

Customer Escalations:

- Handle customer escalations with professionalism and empathy.
- Investigate escalated issues thoroughly, identify root causes, and provide appropriate solutions.
- Communicate resolutions to customers in a timely manner, ensuring their concerns are addressed satisfactorily

Technical Assistance and Troubleshooting:

- Provide technical assistance to customers on telecom products, services, and equipment.
- Troubleshoot network connectivity issues, device configurations, and other technical challenges.
- Escalate complex technical issues to specialised support teams for further investigation and resolution.

Documentation and Reporting:

- Maintain accurate records of customer interactions, service requests, and resolutions in the CRM system.
- Generate reports as requested by our customers.
- Analyse data to provide solutions to customer inquiries.

Continuous Learning and Development:

- Stay updated on telecom industry trends, new products, and service offerings.
- Participate in training sessions and professional development activities to enhance skills and knowledge.
- Actively contribute to a culture of continuous improvement within the service desk team.

Collaboration and Teamwork:

- Collaborate with colleagues across departments to resolve customer issues and deliver seamless service.
- Share knowledge and best practices with team members to improve overall service delivery.
- Foster a positive and supportive team environment that encourages collaboration and mutual success.

**Qualifications**
- Exceptional Customer Service Skills
- Demonstrate an ability to work within a fast-paced environment showing dedication and ownership.
- Previous experience within a telecommunications-based company or role is desirable
- Demonstrate an ability to understand, analyse and interpret data.
- Take ownership of issues and follow through to a satisfactory conclusion.
- A ‘can do’ attitude with a flexible approach to work.
- Able to build and maintain good working relationships with internal and external customers.
- Ability to work well as an individual and as part of a team.
- Competent with all Microsoft packages
- Possess excellent, assertive, and controlled telephone manner.
- A high level of professionalism
- Excellent problem analysis/solving skills.
- Attention to detail in all aspects of working.
- Effective communication skills, being able to pinpoint the exact issue in order to get a resolution.
- Demonstrate a logical thought process, meeting customer demands and expectations.

**Additional Information** What are the benefits of working at Daisy?**

Our ethos is si

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