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    Leatherhead, Surrey, United Kingdom Bytes Software Services Full time

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DaaS Service Desk Specialist

2 months ago

Leatherhead, Surrey, United Kingdom Bytes Software Services Full time

{"h1": "DaaS Service Desk Agent Role", "p": "At Bytes Software Services, we are seeking a highly organized and detail-oriented DaaS Service Desk Agent to join our team. As a DaaS Service Desk Agent, you will be responsible for delivering excellent customer service through continuous improvement, ensuring customer confidence by understanding customer needs, delivering technical excellence, and maintaining high-quality communication.", "ul": [{"li": "Daily management and prioritization of your own workload (assigned ticket queue) and escalating to senior managers when necessary."}, {"li": "Meeting/exceeding target SLAs (first response, resolution, update cadence)"}, {"li": "Managing the end-to-end processes ensuring the end users receive the highest level of service"}, {"li": "Managing communication between external partners and Bytes."}, {"li": "Processing of DoA and Warranty requests"}, {"li": "Processing of general service queries (billing, onboarding, etc.)"}, {"li": "Processing of New Device Request"}, {"li": "Processing of Multi-user access request (Office License)"}, {"li": "Processing of New Joiner requests (Practices)"}, {"li": "Processing of Software Requests (Packaging Payment)"}, {"li": "Processing of Leavers Requests"}], "h2": "Requirements", "ul": [{"li": "Minimum 5 GCSEs including Maths & English (Grade 9-4/A-C) - Desirable"}, {"li": "A-Levels - Desirable"}, {"li": "Proficient in Excel - Essential"}, {"li": "Understanding of BMW/DaaS processes - Desirable"}, {"li": "Service Desk toolset - Desirable"}], "h2": "Core Competencies & Skills", "ul": [{"li": "Organized individual with excellent time management"}, {"li": "Accuracy and attention to detail essential"}, {"li": "Copes well under pressure and can meet deadlines"}, {"li": "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"}, {"li": "Tenacious, adaptable, and quick to learn"}]