FreshRemote.Work

Service Desk Analyst - Home Based (part time)

Birstall, United Kingdom

Job Description

  • Location:                           Home Based
  • Salary:                               £22,990 per annum (pro rata)
  • Contract Type:                  Permanent, Part Time
  • Hours:                              15 hours per week
  • Working Pattern:               08:00 – 16:00, Monday and Wednesday

**Important**

A full security clearance is required for this role.  Candidates must have lived in the UK for 5 or more years to be considered.

What does a day look like for you here? 

Working on home-based basis, you'll be part of a friendly team that consists of other Analysts and Specialists with different levels of experience, providing support to our customers for incident resolution and requests.  Your team knows how to get the job done but also have a laugh too. We spend enough time at work, why not have fun along the way?  You'll start your day by checking the on-going tickets in your queue to see if there are any updates to get up to speed.  Once updated, you'll answer incoming calls from customers throughout the day and do your best to resolve any issues they might be experiencing. 

You should always aim to resolve issues as quickly as possible but there will be instances when you'll need that extra bit of help.  In those instances, you can escalate tickets to help get a speedy resolution and continue delighting our customers.  You will support a wide range of Daisy customers from Solicitors to other internal IT Teams that have a query.  The support you provide is normally done over the phone, but there will be tickets you can resolve via email as well.

So, what are we looking for?  

Back to that ambition of ours. We want to be the UK’s go-to managed service provider. That’s where you come in. Ideally, you will have a logical mindset and enjoy puzzles. Good problem-solving skills are key to success in this role.  Being resourceful will also serve you well as you may conduct your own research to solve some issues.  Of course, being passionate about all things technical never hurts!  This role is customer facing so, in addition to your technical abilities, you’ll naturally be a Customer Service Superstar.

You should also have:

  • Proven success in customer-facing roles, delivering top-notch, timely services.
  • IT Service Desk background, consistently meeting SLA targets.
  • Proficient in ITIL processes for Incident and Problem management.
  • Hands-on experience with efficient IT Service Management tools.
  • Expertise in ITSM, especially with ServiceNow.

Who are we?

We’re a technology business with big ambitions and a friendly northern culture with over 1,000 colleagues. A managed service provider with a passion for delivering business improvements to customers that makes them feel at ease. From cloud-based connectivity to cyber security that creates modern workplaces. We’re trusted by thousands to deliver IT solutions that make life simple and productive.  

We don’t just focus on our customers; we also spend time investing in our colleagues and aim to be as people centric as possible.  We do this by fostering an inclusive and supportive culture where our colleagues feel valued and appreciated. In fact, in our most recent Colleague Engagement Survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication.

Did we mention the perks?

Daisy isn’t just a great place to work, from day one, you will have access to a wide range of excellent benefits. You’ll receive a generous annual leave allowance, access to our Daisy Grow training platform, discounted health plans with eye care schemes, robust health & wellbeing programmes, in-house Wellbeing Team, extensive discounts system and enhanced family friendly policies. 

We want you to have the best work-life balance possible which is why you will also receive 1 additional day of annual leave for each year you are with Daisy with a balance of up to 30 days.  Birthday? Wedding?  No problem, you get one free day of leave to enjoy these special events, on us!

Your benefits will include:

  • Annual Leave: Kick off your Daisy journey with a generous annual leave allowance starting at 25 days.  You’ll watch it increase 1 day per year up to 30 days, as a thank-you for dedication to us. 
  • Birthdays & Weddings: Celebrate in style! You’ll receive one free day of annual leave for your birthday and wedding so you can really enjoy these special moments.
  • Learning & Development:  Want to go further? So do we, that’s why “Develop Our People” is one of our company values.  You should have every opportunity to develop your skills and reach your goals.  From day one, you will have access to our internal Daisy Grow learning platform and Apprenticeships to customise your development journey and achieve your career aspirations.
  • Health & Wellbeing:  We know that good health and wellbeing contributes to an overall better quality of life.  That’s why we are giving you instant access to discounted health plans, virtual GP services, eye care scheme, employee assistance programme and an internal Well Being Team. 
  • Discount Platform:  Who doesn’t love a good deal?  You’ll be provided immediate access to our internal discount platform, The Exchange.  The Exchange will be your new home for discounts with over 1,200 retailers, benefits and ongoing recognition.

Ready to join the UK’s go-to managed service provider?  Apply today or contact our friendly Talent Acquisition Team for more information.

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Job Profile

Regions

Europe

Countries

United Kingdom

Benefits/Perks

Access to training platform Annual leave Birthdays & Weddings Discounted health plans Enhanced family friendly policies Extensive discounts Extensive discounts system Generous Annual Leave Generous Annual Leave allowance Health & wellbeing programmes Health & wellbeing programs In-house Wellbeing Team Learning & Development Robust health & wellbeing programmes

Skills

Customer service ITIL ITIL processes IT Service Management IT Service Management tools ServiceNow

Tasks
  • Answer incoming calls and resolve customer issues
  • Answer incoming calls from customers
  • Escalate tickets for speedy resolution
  • Provide support for incident resolution and requests
  • Resolve issues as quickly as possible
  • Support a wide range of customers from different sectors
Experience

0 years

Restrictions

Candidates must have lived in the UK for 5 or more years Full security clearance required Home Based

Timezones

Europe/London UTC+0