Service Desk Executive

4 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

  • Service Desk Manager

    2 days ago

    Nelson, Lancashire, United Kingdom Daisy Corporate Services Trading Limited Full time

    Job Title: Service Desk ExecutiveJob Summary:We are seeking a highly skilled and motivated Service Desk Executive to join our team at Daisy Corporate Services Trading Limited. As a Service Desk Executive, you will be responsible for providing exceptional customer service, resolving customer queries, and improving service delivery.Key Responsibilities:Build...

  • Service Desk Manager

    2 days ago

    Nelson, Lancashire, United Kingdom Daisy Corporate Services Trading Limited Full time

    Job Title: Service Desk ExecutiveJob Summary:We are seeking a highly skilled and motivated Service Desk Executive to join our team at Daisy Corporate Services Trading Limited. As a Service Desk Executive, you will be responsible for providing exceptional customer service, resolving customer queries, and improving service delivery.Key Responsibilities:Build...

  • Service Desk Executive

    4 months ago

    Nelson, United Kingdom Daisy Communications Full time

    **Company Description** We are the UK’s #1 independent provider of voice, connectivity, mobile, phone system and cloud services. We help c. 84,000 direct customers - businesses of all sizes and across almost every sector - connect better with their customers, suppliers and teams. Equally we operate an Indirect channel where we engage with channel partners...

  • Service Team Leader

    4 months ago

    Nelson, United Kingdom Morrisons Full time

    **About The Role**: **Are you good with people and a natural leader, or a great customer assistant looking for the next step in your career?** Do you have a helpful and friendly style, enjoy meeting new people and going above and beyond for customers? We're looking for Team Leaders to lead our Service teams and drive our service performance forward for our...

  • Apprentice Digital Support Technician

    2 months ago

    Nelson, United Kingdom Cirrus IT Services Full time

    Company Bio Broad spectrum IT service provider covering products and services falling into these areas: • IT • Cloud • Communications • Security Description • Dealing with inbound Incidents and Requests via our help desk • Logging, Prioritising, and classifying tickets, acquiring as much information as possible • First line Support...

  • Digital Support Specialist

    1 week ago

    Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    About Cirrus IT ServicesWe are a broad spectrum IT service provider covering products and services in IT, Cloud, Communications, and Security.Job SummaryWe are seeking a skilled Digital Support Specialist to join our team. As a Digital Support Specialist, you will be responsible for dealing with inbound incidents and requests via our help desk, logging and...

  • Digital Support Specialist

    1 week ago

    Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    About Cirrus IT ServicesWe are a broad spectrum IT service provider covering products and services in IT, Cloud, Communications, and Security.Job SummaryWe are seeking a skilled Digital Support Specialist to join our team. As a Digital Support Specialist, you will be responsible for dealing with inbound incidents and requests via our help desk, logging and...

  • Digital Support Specialist

    16 hours ago

    Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    About Cirrus IT ServicesWe are a broad spectrum IT service provider covering products and services in the areas of IT, Cloud, Communications, and Security.Job DescriptionWe are seeking a Digital Support Specialist to join our team. As a Digital Support Specialist, you will be responsible for dealing with inbound Incidents and Requests via our help desk,...

  • Digital Support Specialist

    14 hours ago

    Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    About Cirrus IT ServicesWe are a broad spectrum IT service provider covering products and services in the areas of IT, Cloud, Communications, and Security.Job DescriptionWe are seeking a Digital Support Specialist to join our team. As a Digital Support Specialist, you will be responsible for dealing with inbound Incidents and Requests via our help desk,...

  • Customer Service Representative

    2 days ago

    Nelson, Lancashire, United Kingdom Daisy Corporate Services Trading Limited Full time

    {"Job Title: Customer Service Executive Job Summary: We are seeking a highly skilled Customer Service Executive to join our team at Daisy Corporate Services Trading Limited. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and ensuring that our customers receive the highest level of...

  • Customer Service Representative

    2 days ago

    Nelson, Lancashire, United Kingdom Daisy Corporate Services Trading Limited Full time

    {"Job Title: Customer Service Executive Job Summary: We are seeking a highly skilled Customer Service Executive to join our team at Daisy Corporate Services Trading Limited. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and ensuring that our customers receive the highest level of...

  • Mobile Sales Executive

    4 weeks ago

    Nelson, Lancashire, United Kingdom Daisy Corporate Services Trading Limited Full time

    About Daisy Corporate Services Trading Limited Daisy is a leading provider of telecommunications and technology solutions, dedicated to empowering businesses with innovative and reliable services. We are committed to building strong relationships with our partners and delivering exceptional customer experiences. Business Development Manager We are seeking a...

  • Junior IT Support Technician

    1 month ago

    Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    Company Overview Cirrus IT Services is a comprehensive IT solutions provider specializing in various domains, including: • Information Technology • Cloud Computing • Telecommunications • Cybersecurity Role Overview As a Junior IT Support Technician, your responsibilities will include: • Managing incoming incidents and service requests through...

  • Digital Support Technician Trainee

    4 weeks ago

    Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    About Cirrus IT Services Cirrus IT Services is a comprehensive technology solutions provider, specializing in a wide range of services including: Information Technology (IT) Cloud Computing Communications Cybersecurity Role: Digital Support Technician Trainee As a Digital Support Technician Trainee, you will be the first point of contact for our...

  • Fire Protection Systems Engineer

    1 month ago

    Nelson, Lancashire, United Kingdom Protec Fire Detection PLC Full time £28,000 - £38,000

    Company Overview:Protec Fire Detection PLC is a leading provider of fire protection solutions, dedicated to ensuring safety and compliance across various sectors.Position Summary:We are seeking a skilled Mechanical Fire Protection Service Engineer to join our dynamic team. This role involves working collaboratively to deliver exceptional service to our...

  • Court Services Coordinator

    2 weeks ago

    Nelson, Lancashire, United Kingdom Commonwealth of Virginia Full time

    Job SummaryThe Commonwealth of Virginia is seeking a highly organized and detail-oriented individual to serve as a Deputy Clerk in our court operations department. As a key member of our team, you will be responsible for ensuring the smooth execution of court instructions and the preparation of accurate legal documents in accordance with established policies...

  • Court Services Coordinator

    2 weeks ago

    Nelson, Lancashire, United Kingdom Commonwealth of Virginia Full time

    Job SummaryThe Commonwealth of Virginia is seeking a highly organized and detail-oriented individual to serve as a Deputy Clerk in our court operations department. As a key member of our team, you will be responsible for ensuring the smooth execution of court instructions and the preparation of accurate legal documents in accordance with established policies...

  • Junior IT Support Technician

    1 month ago

    Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    Company Overview Cirrus IT Services is a comprehensive IT solutions provider specializing in various domains: • Information Technology • Cloud Computing • Telecommunications • Cybersecurity Role Overview As a Junior IT Support Technician, your responsibilities will include: • Managing incoming incidents and service requests through our...

  • Digital Support Specialist

    2 weeks ago

    Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    About Cirrus IT ServicesWe are a leading provider of comprehensive IT solutions, covering a broad spectrum of services and products.Job SummaryWe are seeking a highly motivated and detail-oriented Digital Support Specialist to join our team. As a Digital Support Specialist, you will be responsible for providing exceptional support to our clients, ensuring...

  • Digital Support Specialist

    2 weeks ago

    Nelson, Lancashire, United Kingdom Cirrus IT Services Full time

    About Cirrus IT ServicesWe are a leading provider of comprehensive IT solutions, covering a broad spectrum of services and products.Job SummaryWe are seeking a highly motivated and detail-oriented Digital Support Specialist to join our team. As a Digital Support Specialist, you will be responsible for providing exceptional support to our clients, ensuring...