Company Description

Location: Ouchthorpe Lane, Wakefield WF1 3SP

The Service Desk Engineer provides support for incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components.

The Service Desk Engineer 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.

Job Description

About the role...

• To ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of incidents, Service Requests and Service updates
• To meet and exceed KPI’s measures
• To ensure all customers are 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 Incidents and Service Requests through to resolution, ensuring that Incidents and Service requests which cannot be resolved at the Service Desk 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 maybe involved in the resolution of an incident
• 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
• Housekeeping tasks, monitoring, checking and dispensing fixes for known issues
• Contribute effectively to the establishment and maintenance of the departmental knowledge base
• Any other duties commensurate with the role

Qualifications

What do we need from you? 

• Experience of performing a customer-facing role responsible for delivering high quality and time-critical service
• Experience of working in an IT Service Desk function in an organisation of comparable size and complexity
• Experience of working to, and consistently meeting, Service Level Agreements and targets
• Understanding of and experience of using ITIL processes for Incident & Problem management
• Excellent written and verbal communication skills
• Proven planning and time-management skills
• Experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests
• Ability to clearly translate technical issues and solutions in plain language to non-technical audience
• Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations
• A questioning nature with the ability to think laterally to diagnose and resolve root causes of technical incidents
• Must be able to quickly understand the client, their products and their industry
• Strong analytical/problem solving abilities, especially in relation to continual service improvement
• Eligible to work in the UK full time without restriction

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.
• 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!

Once you have applied online and have been shortlisted, our recruitment team will be in touch with you to arrange an interview and answer any questions you may have. This could be a face-to-face or a remote interview. The application process varies depending on the role and the level of experience needed.