Service Desk Analyst - Home Based (part time)

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 …