Job Description

• Location:                        Ouchthorpe Lane, Wakefield WF1 3SP
• Contract Type:                Permanent, Full Time
• Working Style:                Office Based

What does a day look like for you here? 

Working in one of our customer sites within an office-based environment, you will be part of a friendly team that consists of other Service Desk Engineers and Deskside Engineers, providing support for incident resolution and requests reported to the service desk. 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.

Through your day, You will be meeting and exceeding KPI’s measures and ensure that a suitable level of first time fix is achieved as per agreed KPI’s.

Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. You will also be required to 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.

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. You will ideally have strong analytical/problem solving abilities, especially in relation to continual service improvement, and have a questioning nature with the ability to think laterally to diagnose and resolve root causes of technical incidents.

You should also have: 

• 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
• Experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests

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:

• Hybrid Working:  Work should work for you, so you’ll have the opportunity to work on a hybrid basis which includes a combination of hybrid and office-based working. 
• 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 way, 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.