clients Daisy Group

Customer Service Desk Analyst (AG D)



Job Type






Skill Set


Customer Support

Job Details

Company Description

Role: Fixed Term Contract

Salary: Up to £24,000

At Daisy our Service Desk Analysts provide 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.

Job Description

  • To ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, recorded 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.
  • Housekeeping tasks on reported Incidents and Service Requests.


  • Experience of performing a customer-facing role responsible for delivering high quality and time-critical service
  • Experience of working to, and consistently meeting, Service Level Agreements and targets
  • Excellent written and verbal communication skills is a key attribute to this role
  • Proven planning and time-management skills
  • Experience of working in customer service function in an organisation of comparable size and complexity
  • Ability to manage own workloads, proactively reaching out to customers and third parties to ensure effective resolution delivered.
  • Quick learner who can adapt to situations reported by Customer.
  • Ability to pay attention to detail and multitask in a face paced environment
  • Capacity to work well as part of a well-established Service Desk

Additional Information

Why work at Daisy?

At Daisy, our values are centred around our people; therefore, we show our appreciation by providing various benefits and rewards to all our employees. Here are just some of the benefits that makes Daisy a great place to work.

We all deserve a break

  • In need of a holiday? Starting at 25 days holiday, your allowance increases to up to 30 days for each year you stay with us. BONUS – You can buy extra holidays too.
  • Nothing says happy birthday like a day off – that’s why we give you an extra day to do with what you wish.
  • We LOVE love – so much in fact, that you get ANOTHER paid day to go and get married!

We care about you and our planet

  • Progress your skills or learn something new with stress-free virtual or classroom learning through Daisy University and Apprenticeship and Talent programmes.
  • Hybrid and remote working, to ensure work WORKS for you.
  • We have our very own in-house wellbeing coach to inspire, engage, guide and support YOU.
  • Employee assistance scheme - here to look after your health, mental health and financial wellbeing.
  • Family-friendly policies, to support our employees when they need it.
  • Our helping hands initiative allows you to take up to three days’ leave each year to carry out VOLUNTEER work.
  • Because your health is our top priority – we offer discounted membership for HEALTH plans
  • Eye Care Scheme – so you can SEE your skill develop with Daisy
  • One-stop SHOPPING discount and savings on more than 1,200 retailers through The Exchange, our online discount platform
  • Career breaks, offering you the opportunity to pursue something you have always dreamed of.
  • Death in Service Insurance, so you know your close ones are protected.

As a member of the Disability Confident Scheme, we are pleased to be able to play our part in ensuring that everyone has the opportunity to fulfil their potential and realise their aspirations.