Service Desk Specialist

Company Description
- ** Job Title: Service Desk Specialist**:

- ** Location: Birstall, West Yorkshire**:

- ** Salary: Up to £25,000 DOE**:

- ** Hours: 9:00am - 5:00pm, Monday-Friday, 37.5 hours**

Do you have a strong customer service background and are looking to specialise in IT? Do you have the drive and determination to provide industry-leading service to some of the UK's largest corporate companies? If you answered yes to both those questions, Daisy Corporate Services wants you to join us as a Service Desk Specialist.

**Job Description**:
At Daisy, the Service Desk Specialist will provide support for incident resolution and request fulfilment that is customer focused in the delivery of service excellence and continual service improvement.

**Your Responsibilities**:

- Ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised and managed
- Delivering against agreed objectives, KPIs and SLAs
- Collaborating with the wider operational, account and 3rd party teams to resolve incidents and service requests
- Providing technical assistance to support colleagues, team and department
- Identifying and owning continual service improvement opportunities and initiatives
- Identifying, owning and escalating operational risks and issues
- Collecting and analysing data with which to contribute to management information
- Supporting Team Leaders with Quality Management and CSAT activities
- Supporting Team Leaders with Escalation Management
- Training and coaching Service Desk Analyst and Senior Service Desk Analysts
- Facilitation at both internal and customer facing meetings when required
- Supporting Team Leaders with production and implementation of documentation, processes and procedures to support working practices
- Embedding and adoption of the Daisy values and behaviours

Join us on our journey as we focus on Technology, Sustainability and People. Let’s make a positive difference, together.

**Qualifications**:
**All members of staff are required to**:

- Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet
- Periodically review Daisy Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements
- Carry out any ‘ad hoc’ assignments as and when required
- To be compliant with health and safety company policy and legislation

**Knowledge, Skills, Experience**:

- The ability to work under pressure in a fast paced environment
- Drive, self motivation and ability to work under own initiative
- Strong organisational skills with the ability to multi-task
- Previous IT and / or Telecomms Service Desk experience

Additional Information
**Why work at Daisy?**

At Daisy, our values are centred around our people; therefore, we show our appreciation by providing various benefits and rewards to all our employees. Here are just some of the benefits that makes Daisy a great place to work.

We all deserve a break
- In need of a holiday? Starting at 25 days holiday, your allowance increases to up to 30 days for each year you stay with us. BONUS - You can buy extra holidays too.
- Nothing says happy birthday like a day off - that’s why we give you an extra day to do with what you wish.
- We LOVE love - so much in fact, that you get ANOTHER paid day to go and get married

We care about you and our planet
- Progress your skills or learn something new with stress-free virtual or classroom learning through Daisy University and Apprenticeship and Talent programmes.
- Hybrid and remote working, to ensure work WORKS for you.
- We have our very own in-house wellbeing coach to inspire, engage, guide and support YOU.
- Employee assistance scheme - here to look after your health, mental health and financial wellbeing.
- Family-friendly policies, to support our employees when they need it.
- Our helping hands initiative allows you to take up to three days’ leave each year to carry out VOLUNTEER work.
- Because your health is our top priority - we offer discounted membership for HEALTH plans
- Eye Care Scheme - so you can SEE your skill develop with Daisy
- One-stop SHOPPING discount and savings on more than 1,200 retailers through The Exchange, our online discount platform
- Career breaks, offering you the opportunity to pursue something you have always dreamed of.
- Death in Service Insurance, so you know your close ones are protected.

As a member of the Disability Confident Scheme, we are pleased to be able to play our part in ensuring that everyone has the opportunity to fulfil their potential and realise their aspirations.