IT Customer Service Advisor

Company Description

Would you like to join one of the largest providers of communications and IT solutions across the UK as a** IT Customer Service Advisor? **Your key objective is to provide support for incident resolution and request fulfilment that is customer focused on the delivery of service excellence and continual service improvement.

Since being founded in 2001, Daisy delivers solutions and services serving more 2,000 UK businesses across all sectors - with a portfolio spanning Modern Workplace, Connectivity, Unified Communications, Cloud, Cyber Security and Operational Resilience.

Up to £25,600 dependent on experience.

**Job Description**:
You will respond to incidents or requests in a timely manner and will always endeavour to exceed customers expectations by providing a best-in-class service. The Service Desk Analyst will ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible.

The Service Desk Analyst is also focused on the continuous improvement of service for our customers. It is also key objective to build rapport with our customers both internally and externally to help drive customer loyalty and customer satisfaction.

**Responsibilities**:

- To ensure all customer tickets are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of Service updates.
- To meet and exceed KPI’s measures
- To ensure the customer is provided with a best-in-class service experience
- To log and categorise incidents or requests on the call logging system with an appropriate level of detail
- Take full ownership of all customer tickets through to resolution, ensuring that Incidents and Service requests which cannot be resolved by the Service Desk Analyst are escalated to the correct resolver teams and proactively managed and to confirm resolution, satisfaction, and acceptance.
- To liase and manage with any 3rd Party Suppliers which may be involved in the resolution of an incident and request
- To provide customers with regular updates in line with SLA’s
- To ensure that a suitable level of first-time fix is achieved as per agreed KPI’s
- Prioritising ticket importance and workload based on customer and business requirements.
- Contribute effectively to the establishment and maintenance of the departmental knowledge base for the customer account.

**Qualifications**:
What do we need from you?

**Key Competencies**:

- Friendly and Pleasant
- Self-motivated
- Ability to work under pressure
- Attention to detail
- Team player
- Tactful & diplomatic
- Co-operative
- Flexible
- Enthusiastic
- Multi-tasking customer communication.

**Desirable**
- Knowledge and experience working with ITSM tools such as Service Now
- ITIL Foundation certification
- Knowledge and experience of mobile provisioning

Additional Information

Did we mention the perks?

We show our appreciation by providing various benefits and rewards to our employees that help make Daisy a great place to work and provide a great work life balance.

These include but are not limited to:

- ** Holiday - **Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme
- ** Daisy University and Apprenticeships - **Giving you the opportunity to expand your skills and knowledge whilst you work for us.
- ** Hybrid, field and home based working - **To ensure work WORKS for you.
- ** Enhanced family friendly policies -** We are here to look after you and your nearest and dearest.
- ** Health & Wellbeing offering - **Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
- ** The Exchange - **Online discount platform for more than 1,200 retailers.

And many more - to see all the benefits on offer visit our Why work for Daisy page

Ready to join us?

If you feel Daisy is the right workplace for you, we would like to hear from you