It Customer Service Advisor - Hybrid

Who are we?

We are Daisy Corporate Services, one of the largest providers of Communications and IT solutions across the UK! Founded in 2001, we have gone from strength to strength as we continue to grow and deliver high quality end-to-end IT solutions and services to more than 2,000 UK businesses, across all sectors. Our portfolio spans Modern Workplace, Connectivity, Unified Communications, Cloud Solutions, Cyber Security, Operational Resilience and more.

Why work for us?

We prioritise our colleagues and strive to create an environment where they can flourish and be their best selves. Our recent Colleague Engagement survey revealed that an astounding 90% of our colleagues feel that their managers genuinely care about them as individuals, fostering an honest and open approach to communication.

We believe in empowering our workforce with flexibility, enabling a healthy work-life balance. Whether it's through flexible working arrangements, hybrid or home-based options (where applicable), we understand the importance of tailoring work to suit your needs. Additionally, we offer enticing benefits, such as holiday purchase schemes, health and wellbeing programs, and a special free day of annual leave for birthdays and weddings, ensuring you feel appreciated and supported.

At Daisy Corporate Services, we cherish diversity, inclusivity, and continuous growth. Our dynamic workplace culture encourages collaboration, innovation, and personal development, making every day at work fulfilling and exciting.

What’s on Offer?

• Title: IT Customer Service Advisor
• Location: Nelson (BB9)
• Salary: Up to £23k per annum
• Contract Type: Permanent, Full Time
• Working Style: Hybrid (Home & Office-based)
• Working Pattern: 7.5 hrs per day, between 8am – 6pm Mon-Fri

As an IT Customer Service Advisor, you will play a vital role in resolving incidents and fulfilling service requests reported to our Service Desk. Utilising your outstanding Customer Service skills, you will be the first point of contact for our customers that have a query about a product or service.

After completing a robust training training programme, you'll answer inbound calls and conduct initial assessments to provide effective and timely resolution of incidents and requests.

As this role is hybrid, it is an excellent opportunity if you are seeking a role that can offer a healthy work-life balance. The team are currently working 2 days per week in the office and 3 days from home.

Key Responsibilities:

• Identifying, categorising, prioritising, diagnosing, and managing Incidents and Service Requests, ensuring clear and exceptional communication throughout the process.
• Consistently striving to exceed KPIs, consistently delivering results that set the standard.
• Accurately logging and categorising incidents and requests using our advanced call logging system.
• Taking full ownership of incidents and service requests, steering them towards successful resolution.
• Escalating complex incidents and service requests through the appropriate channels when necessary.
• Collaborating with third-party suppliers as needed, contributing to effective incident and service request resolution.
• Keeping customers informed with timely updates aligned with SLAs.
• Achieving optimal "first time fixes," aligning with agreed KPIs.
• Contributing to building and maintaining a comprehensive departmental knowledge base to enhance team proficiency.

Preferred Experience:

• Customer Service/IT Service Desk experience.
• Familiar with ITIL processes for Incidents & Problems.
• Proficient in IT Service Management tools.
• Clear communication of tech concepts to non-tech audiences.

Key Competencies

• Customer focussed.
• Self-motivated.
• Excellent communication skills.
• Keen attention to detail.
• Team-player.
• Tactful and diplomatic in interactions.
• Cooperative and adaptable.
• Flexible in approach.

Desirable:

• Familiarity with ITSM tools such as Service Now.
• ITIL Foundation certification.

Did we mention the perks?

• Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
• Free Days – Free day of annual leave for birthdays and weddings.
• Daisy Grow and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.
• 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.

Ready for the challenge? Apply today or contact our friendly Talent Acquisition Team for more information.