Daas Service Agent

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 serviceManage the communication between external Partners and Bytes.Processing of DoA and Warranty requestsProcessing of general service queries (billing, onboarding etc)Processing of New Device RequestProcessing of Mult user access request (Office License)Processing of New Joiner requests (Practices)Processing of Software Requests (Packaging Payment)Processing of Leavers RequestsQUALIFICATIONS, EXPERIENCE, & SKILLS: Educational Qualifications:Minimum 5 GCSE's including Maths & English (Grade 9 - 4 / A- C) - DesirableA-Levels - Desirable Experience:Proficient in Excel - EssentialUnderstanding of BMW/DaaS processes - DesirableService Desk toolset - DesirableCORE COMPETENCIES & SKILLS:Organised individual with excellent time managementAccuracy and attention to detail essentialCopes well under pressure and can meet deadlinesExcellent 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 responsibilityTenacious, adaptable and quick to learn