DAISY CORPORATE SERVICES

Responsibility

• providing high quality, end-to-end customer service to our customers through verbal, written and online communication channels
• providing support for incident resolution and requests reported to the Service Desk
• consistently working to meet and exceed KPI’s measures
  Show more +51
• accurately recording and updating data in our logging systems with the appropriate level of detail
• accurately logging and categorising incidents or requests using the call logging system
• important
• about the role…
• about the role
• the role provides support for incident resolution and request fulfilment reported from our customer
• ensuring all cases are accurately categorised, prioritised and diagnosed
• taking full ownership 7 of incidents and service requests through to resolution
• the Service Desk Analyst provides support for incident resolution and requests reported to the service desk
• to ensure all customers are provided with a best in class service experience
• create excellent relationships between yourself and your customer base which will allow for effective communication and support departmental objectives
• to meet and exceed KPI’s measures
• consistently striving to meet or exceed individual and team based key performance indicators KPI’s to delight our customers
• logging all cases using the call logging system and consistently providing the appropriate level of detail for each case
• escalating any incidents and service requests which cannot be resolved at the Service Desk through the appropriate channels
• to log and categorise incidents or requests on the call logging system with an appropriate level of detail
• ensuring all Incidents and Service Requests are accurately identified, categorised, prioritised, and managed
• to ensure the customer is provided with a best-in-class service experience
• creating and maintaining excellent relationships with our customers, third-parties and internal stakeholders
• providing customers with regular updates as required in line with our agreed SLA’s
• liaising with 3rd Party Suppliers as required to assist with resolution of incidents and service requests
• the service desk analyst will ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible
• take responsible for working closely with internal teams and departments to deliver upon wider business and service level objective
• delivering against agreed objectives, KPIs and SLAs
• the Service Desk Analyst will ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible
• seeking out opportunities to overcome challenges our customers face through consistent perseverance and commitment to resolution
• meetings and exceeding KPI’s measures set by your line manager
• keeping customers informed with regular updates in line with SLA’s
• the Service Desk is also focused on the continuous improvement of service for our customers
• to liaise and manage with any 3rd Party Suppliers which maybe involved in the resolution of an incident
• collaborating with the wider operational, account and 3rd party teams to resolve customer tickets
• the Service Desk Analyst is also focused on the continuous improvement of service for our customers
• coordinating and working closely with our internal teams and departments to deliver upon wider business and service level objectives
• liaising and managing with any 3rd Party Suppliers
• ensuring 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
• ensuring suitable levels of “first time fixes” are achieved in line with agreed KPI’s
• to provide customers with regular updates in line with SLA’s
• adoption of documented processes and procedures to support working practices
• to liase and manage with any 3rd Party Suppliers which maybe involved in the resolution of an incident
• the IT Customer Service Advisor provides support for incident resolution and requests reported to the service desk
• to ensure that a suitable level of first time fix is achieved as per agreed KPI’s
• adoption of the Daisy values and behaviours
• coordinating the initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components
• consistently monitoring, checking and providing fixes for known issues that may arise for customers
• 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 ensure all customer tickets are successfully and accurately identified, categorised, prioritised, diagnosed and managed, whilst delivering excellent and clear communication of Service updates
• working in partnership with our Service Desk Teams to maintain a focused delivery approach and ownership for all incident management and requests
• contributing to the establishment and maintenance of the departmental knowledge base to help improve team understanding
• you will also ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible
• housekeeping tasks, monitoring, checking and dispensing fixes for known issues
• in this role, you will ensure that all agreed SLA’s and KPI’s are met and exceeded wherever possible

Requirements

• preferred Experience
• required Skills & Competencies
• knowledge, skills, experience
  Show more +31
• previous Customer Service experience
• 1 Year of Customer Service experience
• previous experience in a customer-facing role that is responsible for delivering high quality and time-critical services
• experience of performing a customer-facing role responsible for delivering high quality and time-critical service
• looking for the next step in your career in Customer Service
• basic IT Skills including MS Office
• knowledge of Windows Server
• experience of working in an IT Service Desk function
• experience of working to, and consistently meeting deadlines
• able to demonstrate a clear understanding of the importance of good customer service
• experience of working in an IT Service Desk function in an organisation of comparable size and complexity
• key Competencies
• experience of working to, and consistently meeting targets in line with SLA’s
• desire to learn new skills and take ownership of issues and resolutions
• experience of working to, and consistently meeting, Service Level Agreements and targets
• knowledge of Active Directory
• customer focussed with friendly nature
• understanding of and experience of using ITIL processes for Incident & Problem management
• team player with ‘can do’ attitude
• keen attention to detail
• basic Networking Skills
• ability to clearly translate technical issues and solutions in plain language to non-technical audience
• self-Motivated with proactive approach to tasks
• ability to work in a fast-paced environment
• knowledge and experience working with ITSM tools such as Service Now
• ITIL Foundation certification
• ability to remain calm under pressure
• experience of using IT Service Management tools for recording, managing and resolving of Incidents and Service Requests
• A questioning nature with the ability to think laterally to diagnose and resolve root causes of technical incidents
• willingness to learn new technologies
• ability to clearly translate technical issues and solutions in plain language to non-technical audiences

Current offers for the position:

Responsibility

• company Description
• our portfolio spans Modern Workplace, Connectivity, Unified Communications, Cloud Solutions, Cyber Security, Operational Resilience and more
• planning, management and ongoing maintenance of project plans
  Show more +44
• creating, managing and maintaining project plans
• identifying the resources required for all projects and assigning individual responsibilities
• identifying and allocating resources for projects and assigning individual responsibilities to team members
• identifying resources required and assign individual responsibilities
• managing the day-to-day operational aspects of small projects and scope
• what's on offer
• acting as the main contact for internal and external stakeholders throughout all stages of project planning and implementation
• providing a single point of contact for customer and internal stakeholders
• ensuring conformance to project governance standards for the use of project documentation
• and project reporting
• managing budgets associated with the project for tracking and reporting purposes
• minimising exposure and risk on project and liaising with management teams for support
• leading regular project review meetings with stakeholders and the wider Projects Team
• who are we?
• travelling to customer sites when necessary
• ensuring project documents are created, updated and stored appropriately
• defining project risks and accurately maintaining the risk and issue logs
• providing and maintaining accurate forecasting of revenue for invoicing and revenue recognition purposes
• fri)
• maintaining close communication and providing updates to Project sponsors to amend project budgets as required
• what’s it like to work for us?
• acting as a point of escalation when necessary or requested
• this is a 12-month fixed term contract for Maternity cover
• in this exciting role, you will deliver key projects for our valued customers in line with agreed timeframes and costs
• managing the P&L associated with the project to track cost against budget raising Project Changes in a timely manner, ensure customer instigated changes are properly captured, approved and funded
• this is an excellent opportunity to join an experienced Project Management Team working with a wide range of projects and customers
• what’s on offer?
• title: Project Manager
• recording own time in line with company policy, ensure others within the team are also recording and submitting time accurately and in line with policy for approval by the PM
• location: Field Based
• location: Home Based
• 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
• chairing regular project reviews with client representatives and project team members, report regularly on project progress to the client and line management
• contract Type: 12-month Fixed Term Contract
• tracking and reporting resource time completed by our personnel or 3rd Parties for projects on a weekly basis for project budget management
• you will also define the risks for each individual project, maintain risk logs and implement contingency plans to protect the project and the business
• car Allowance: £5k per annum
• hours: 37.5 hours per week, (08:30
• hours: 37.5 hours per week
• car Allowance: £5,000 per annum
• contract Type: Permanent, Full Time
• 17:00 Mon
• contract Type: 12-Month Fixed Term
• hours: 37.5 hours per week, Full Time

Requirements

• project Management certifications, such as APM or Prince2
• preferred Skills & Experience
• proven experience in project management, preferably within the ICT industry with knowledge of either Cloud, Connectivity or Communications workstreams
  Show more +26
• experience of working in Projects, either in a PMO or Project Coordinator capacity, or preferably some experience at PM2 level
• experience of people management
• experience working with and presenting data
• PRINCE2 Qualification
• proven track record in project management, ideally in the ICT industry, with expertise in Cloud, Connectivity, or Communications workstreams
• understanding of P&L’s as well as practical knowledge of sales and billing cycles/process
• proficient in working with and presenting data effectively
• excellent understanding of Risk and Issue management with demonstrable practical experience
• good relationship building and people skills
• demonstrated experience in People Management
• experience and understanding of working within an ITIL based organisation
• good communication and presentation skills
• familiarity and experience working within an ITIL-led organisation
• key Competencies
• ability to build effective working relationships to drive successful delivery of Projects
• strong understanding of Risk and Issue management, with practical application
• excellent communication skills both written and verbal
• ability to work with senior management team and stakeholders at all levels
• competence in budget management
• exceptional skills in Management Information and reporting
• strong management skills, including conflict resolution and negotiation
• ability to work flexible hours if required
• good relationship building skills
• additional Information
• excellent organisational skills
• ability to work well with internal and external customers to strengthen key working relationships

Earnings for position project manager

Current offers for the position:

Responsibility

• company Description
• delivery of Daisy Services from the Centre including Customer Invocations and Rehearsals
• our portfolio spans Modern Workplace, Connectivity, Unified Communications, Cloud Solutions, Cyber Security, Operational Resilience and more
  Show more +46
• providing technical support to customers during rehearsals and invocations, ensuring uninterrupted operations
• we prioritise our colleagues and strive to create an environment where they can flourish and be their best selves
• attending Pre-Test meetings and prepare and distribute appropriate documentation
• what’s on offer
• about the role
• about the role…
• completing Pre & Post Test documentation and proactively follow up on and resolve issues
• technical Support to customers during rehearsals and invocations
• you will be responsible for day to day running of a Business Continuity site, serving multiple multinational clients
• the Data Centre Technician is responsible for Data Centre standards and IMAC activities
• we believe in empowering our workforce with flexibility, enabling a healthy work-life balance
• responding to customer site relocation requirements within the defined service area
• attend Pre-Test meetings and issue appropriate documentation
• effectively managing the risks associated with contracted obligations versus site capability
• complete Pre & Post Test documentation and follow up problems to resolution
• you will also be expected to provide out hours cover on a 1 in 3 basis
• who are we?
• overseeing the implementation of services for new customers, including coordinating the installation of hosted IT and communication systems
• since being founded in 2001, Daisy delivers solutions and services serving more 2,000 UK businesses across all sectors – with a portfolio spanning Modern Workplace, Connectivity, Unified Communications, Cloud, Cyber Security and Operational Resilience
• relocatable Invocation response to customer sites when required in the Service Area
• ensuring the functionality and maintenance of all site facilities, including air-conditioning, lighting, UPS, and generators
• risk Management of contracted obligations versus site capability
• we are seeking a skilled and proactive IT Recovery Technician to join our friendly Service Delivery team
• offering out-of-hours and on-call support for site facilities maintenance as needed
• manage implementation of services for new customers, including installation co-ordination of hosted IT and communications
• why work for us?
• 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
• providing support for client invocation callouts as part of the 24-hour on-call standby rota
• ensure the functionality of all site facilities including air-conditioning, lighting, UPS, and generator
• maintaining and update Technical Site Guides and Site User Guide documentation
• provide out-of-hours and on-call support for site facilities maintenance
• your duties will include face to face meetings with customer staff as well providing technical support to the onsite team during business continuity rehearsals and invocations
• responsible for the implementation of changes in the designated Data Centre or Data Centres, supervise changes undertaken by 3rd parties on behalf of Daisy and ensure installations meet published standards
• whether it's through flexible working arrangements, hybrid or home-based options , we understand the importance of tailoring work to suit your needs
• location: Farnborough
• performing general upkeep and maintenance of all building infrastructure and facilities, adhering to Health and Safety requirements
• 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
• provide support for client invocation call out as part of the 24 hour on-call standby rota
• would you like to join one of the largest providers of communications and IT solutions across the UK as a IT Recovery Technician? You will be required to ensure that the Business Recovery Centre is presentable and operationally always fit for purpose
• maintain Technical Site Guide and Site User Guide documentation
• 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
• 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
• car Allowance: £3,600 per annum
• general upkeep and maintenance of all building infrastructure and facilities including Health and Safety requirements
• contract Type: Permanent, Full Time
• hours: 37.5 hours per week

Requirements

• preferred Skills
• intel/Windows desktop support including use of Symantec Ghost
• confident, courteous and professional customer facing skills
  Show more +29
• basic knowledge of Networks, Switches & Routers
• some knowledge of Networks, Switches & Routers
• excellent interpersonal, verbal and written communications skills and a desire to take responsibility and show initiative
• basic knowledge of Windows Server operating systems
• some knowledge of Windows Server operating systems
• good telephone manner including IT support experience
• exposure to voice and data communications
• excellent problem solving skills
• proven fault finding and diagnostic skills
• proven track record of hardware experience – comms and multi-vendor installation experience is an advantage
• professional and flexible approach to work
• ability to participate in out of hours call out rota
• flexible attitude to work assignment and clear attention to detail with a willingness to learn new skills
• key Competencies
• smart and presentable, flexible with a strong and demonstrable work ethic
• sound general administration and/or data entry skills
• adaptable Professionalism
• ability to participate in a 1 in 3 out of hours call out rota
• reliable, enthusiastic, motivated and consistent personality with a positive attitude
• what do we need from you?
• unwavering Work Ethic
• ability to work under own initiative
• team mentality and flexibility to adapt to a dynamic workplace
• proactive Initiative
• excellent communication skills
• experience of working in a secure environment
• exceptional Communication Aptitude
• experience of working in Data Centres
• additional Information

Current offers for the position:

Responsibility

• managing the dedicated Service Desk based in Milton Keynes to ensure a consistent service is delivered for all incidents
• providing a reliable focal point for communications with customers and escalating technical issues as required
• about the role
  Show more +26
• important
• liaising with internal and external partners as required to assist with resolution of incidents and queries
• liaise with Account, Project, and Service Managers in the organisation to plan strategically
• coordinating service functions within specific ranges in line with SLA’s
• full understanding of allocated customers contract and obligations, identifying any gaps and risks and mitigating where required
• full understanding of SWYPFT’s contract and obligations, identifying any gaps and risks and mitigating where required
• liaising and coordinating with end customers, partners, TSP’s, Daisy Internal Resolver Groups, Service Desk Analyst and Management teams as required
• full understanding of the P&L for each allocated customer
• ensuring Underpinning Contracts are aligned with the customer-facing Service Level Agreements
• working with other internal Service Desks when out of hours support is required
• manage regular, structured and value adding meetings with allocated customer ensuring the appropriate preparation, data presentation and analysis, and action tracking
• enhances supplier relationships by developing and continually improving upon post-award supplier processes
• consistently maintaining vigilance for any fraudulent activity and raising security incidents through internal systems to report such activity
• provide an escalation point to both external and internal stakeholders related to incident, problem and change within the allocated customer services
• provides a level of technical guidance to key stakeholders working within the supply chain
• provide input required in support of business reporting to inform internal stakeholders about specific aspects of the allocated customers
• maintaining knowledge of internal security policies to ensure full compliance with current legal, regulatory and company requirement
• supports the development of supplier strategies, bid packages, and contracts to ensure customer objectives are aligned
• manage delivery of Service Management improvements including delivering industry best practice, processes, and engagement models with the allocated customer base
• establish and maintain key external and internal stakeholder relationships to act as a point of escalation and/or drive strategic goals and opportunities for your respective customers
• manage regular, structured and value add meetings with SWYPFT ensuring the appropriate preparation, data presentation and analysis, and action tracking
• management of the Service Management Reports, driving Continual Service Improvement Plans and Customer Satisfaction
• ensure adherence to agreed Service Management value-add proposition for internal communication and external use in sales proposals
• driving ITIL principles and promoting best practice
• provide an escalation point to both external and internal stakeholders related to incident, problem, and change
• support Security requirements in the provision of the contracted services and be responsive to adhoc requests

Requirements

• proven ability to manage complex relationships with large scale customers with which to drive successful outcomes
• experience of previously working between customer and supplier
• ITIL understanding specific to Service Management
  Show more +28
• demonstrated ability to communicate clearly and concisely both orally and in writing and lead effective meetings
• at least 3 years of Technical Helpdesk experience
• ITIL v4.0 Foundation accreditation
• strong knowledge of telecommunication and managed IT services
• ability to work both independently and as part of a team
• at least 2 years of Customer Service experience
• intermediate/Advanced Windows 10 Skills
• demonstrable commercial acumen and experience of operating a Profit and Loss
• supervisory/Management experience
• MS Office, Outlook, Local\Roaming profile, Active Directory & Exchange and Remote Support
• strong communication and negotiation skills with a track record of success in influencing internal and customer stakeholders
• at least 3 years of Service Desk Management experience
• basic knowledge of hardware – Desktop PC’s, Laptops & Printers
• attention to detail and demonstrated cross-functional collaboration skills
• ITIL understanding specific to Service Lifecycle
• advanced knowledge of Service Management Tools
• mitel Telephony knowledge and experience
• ability to demonstrate the coordination and resolution of customer issues in a face-to-face capacity
• serviceNow Call Management System knowledge
• what do we need from you?
• general knowledge of service Call Management Tools
• work effectively with minimum supervision
• ITIL V3/V4 accreditation
• highly motivated, pragmatic, and energetic team player, positive, determined and driven with a can-do attitude and the ability to work effectively with others
• ITIL V3/V4 Capability accreditation – OSA and SOA
• extensive experience of writing Service Desk procedures and processes
• ITIL Expert or prepared to study to this level
• advanced MS Excel skills for reporting purposes

Current offers for the position:

Responsibility

• company Description
• our portfolio spans Modern Workplace, Connectivity, Unified Communications, Cloud Solutions, Cyber Security, Operational Resilience and more
• creating, managing and maintaining project plans
  Show more +38
• identifying the resources required for all projects and assigning individual responsibilities
• identifying resources required and assign individual responsibilities
• managing the day-to-day operational aspects of small projects and scope
• what's on offer
• providing a single point of contact for customer and internal stakeholders
• ensuring conformance to project governance standards for the use of project documentation
• and project reporting
• minimising exposure and risk on project and liaising with management teams for support
• who are we?
• travelling to customer sites when necessary
• ensuring project documents are created, updated and stored appropriately
• providing and maintaining accurate forecasting of revenue for invoicing and revenue recognition purposes
• fri)
• maintaining close communication and providing updates to Project sponsors to amend project budgets as required
• what’s it like to work for us?
• acting as a point of escalation when necessary or requested
• this is a 12-month fixed term contract for Maternity cover
• in this exciting role, you will deliver key projects for our valued customers in line with agreed timeframes and costs
• managing the P&L associated with the project to track cost against budget raising Project Changes in a timely manner, ensure customer instigated changes are properly captured, approved and funded
• this is an excellent opportunity to join an experienced Project Management Team working with a wide range of projects and customers
• what’s on offer?
• title: Project Manager
• recording own time in line with company policy, ensure others within the team are also recording and submitting time accurately and in line with policy for approval by the PM
• location: Field Based
• location: Home Based
• 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
• chairing regular project reviews with client representatives and project team members, report regularly on project progress to the client and line management
• contract Type: 12-month Fixed Term Contract
• tracking and reporting resource time completed by our personnel or 3rd Parties for projects on a weekly basis for project budget management
• you will also define the risks for each individual project, maintain risk logs and implement contingency plans to protect the project and the business
• car Allowance: £5k per annum
• hours: 37.5 hours per week, (08:30
• hours: 37.5 hours per week
• car Allowance: £5,000 per annum
• contract Type: Permanent, Full Time
• 17:00 Mon
• contract Type: 12-Month Fixed Term
• hours: 37.5 hours per week, Full Time

Requirements

• preferred Skills & Experience
• proven experience in project management, preferably within the ICT industry with knowledge of either Cloud, Connectivity or Communications workstreams
• experience of working in Projects, either in a PMO or Project Coordinator capacity, or preferably some experience at PM2 level
  Show more +18
• experience of people management
• experience working with and presenting data
• PRINCE2 Qualification
• understanding of P&L’s as well as practical knowledge of sales and billing cycles/process
• excellent understanding of Risk and Issue management with demonstrable practical experience
• good relationship building and people skills
• experience and understanding of working within an ITIL based organisation
• good communication and presentation skills
• key Competencies
• ability to build effective working relationships to drive successful delivery of Projects
• excellent communication skills both written and verbal
• ability to work with senior management team and stakeholders at all levels
• strong management skills, including conflict resolution and negotiation
• ability to work flexible hours if required
• good relationship building skills
• additional Information
• excellent organisational skills
• ability to work well with internal and external customers to strengthen key working relationships

Current offers for the position: