Desk Based Service Manager

Objectives

The Desk Based Service Manager provides a customer-focused approach to delivering IT services, focusing on providing value to the customer and the customer relationship through the delivery of service excellence. The Service Manager is usually office based although visits to customer or other Daisy locations may be required from time to time. The Service Manager manages a variable number of customers dependant on the level of engagement required and customer expectations across all the Daisy Service Offerings

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Desk based Service Manager- DCS

Junior Project Manager – PM2 – DCS

Objectives

The Junior Project Manager is responsible for the delivery of projects, ensuring that the detailed solution signed off by the customer is executed against delivery plan, quality and budget ensuring all aspects of service are in place (mobile, network, service desk, monitoring etc.) and customer billing implemented and initiated

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Junior Project Manager – Birstall – DCS

Availability Services Sales Specialist – DCS

Objectives:

Reporting to the Availability Services Director, the primary function of this role is to drive the Daisy Availability Services (DAS) Primary Solution products along side cloud and hosting services. This will include sales engagement for existing customers across the Daisy Corporate Services (DCS) sales teams. In addition this role is responsible for identifying and winning new customers to Daisy using sales, marketing and vendor initiatives to expand Daisy‘s presence within the Commercial and public sectors. As an Availability Services Specialist, the role is predominately customer facing sales, support the client directors and account managers in new opportunities. As a member of the sales specialist team, there is also the opportunity to contribute to solution enhancement and development as the Daisy Availability and Cloud strategy evolves.

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Availability Services Sales Specialist – DCS

Project Coordinator – PM1 – DCS

Objectives:

To provide project coordination on small to medium sized projects and assist with project management work as requested by the project management team, size, complexity and solution will vary.  The project coordinator will either be responsible for and or assist in the delivery of the project ensuring that the project is delivered to the agreed timescales and budget, ensuring customer satisfaction is met.

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Project Coordinator – PM1 – DCS – Birstall

Servcie Desk Analyst – DCS

The key role of a Service Desk Analyst is to provide first line support and offer problem resolution to external customers, assisting them with hardware and software problems via the phone and email with the aim of exceeding agreed KPI’s/SLA’s.

 The Service Desk is also focused on the continuous improvement of service for our customers. It is also key to be able to build appropriate relationships with customers and colleagues around the business.

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Service Desk Analyst – Birstall

Senior Service Desk Analyst

The Senior Service Desk Analyst will provide support for incident resolution and request fulfilment that is customer-focused in the delivery of service excellence and continual service improvement.

The Senior Service Desk Analyst is an experiences individual who will support the team in line with individual team objectives and goals. They will adopt a customer-centric approach and be accountable for delivering value to the customer and the customer relationship.

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Senior Service Desk Analyst

Solution Engineer

The objective of this role is to provide Compute technical skills within the cloud and compute delivery practice for both internal and customer project delivery for all Daisy business units.

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Solution Engineer

Network Support Engineer T2 (EN)

Reporting to the Network T2 Support Supervisor (EN), the primary function of this role is to provide a technical response/ fix to incidents, changes and service requests reported by Daisy customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a Department that provides 24x7x365 cover.

The successful candidate will require previous technical experience with a proven ability to perform technical diagnostics and administration across some/all of the following technical areas:

Cisco, Extreme and Huawei R&S, Cisco and Extreme management tools, Juniper and Extreme Firewalls, Wireless Technologies including Meraki, Aruba, Cisco and Extreme. F5 Configuration and fault finding.

The successful candidate is required to communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.

This role will require a flexible and enthusiastic individual who is able to apply all company and departmental policies, procedures and work instructions to their daily tasks, and proactively contribute to improving these where possible. This position will require proven engineering experience within a relevant industry and a good appreciation of relevant engineering standards and procedures.  It will also require the ability to build rapport and maintain strong technical relationships with our internal and customers to help drive and improve our quality of service.

The successful candidate will be willing to apply themselves to a diverse range of work and meet and exceed customer expectations and service levels. The candidate must display a desire to learn and understand new technologies, achieve objectives agreed with their Leader and develop and maintain an excellent working relationship with colleagues.

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Network Support Engineer T2 (EN)

RMC Engineer

Reporting to the RMC Shift Supervisor, the primary function of this role is to provide a technical response/ fix to incidents (raised from alerts on the monitoring platform), changes and service requests reported by Daisy customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a Department that provides 24x7x365 cover.

The successful candidate will require previous technical experience with a proven ability to perform technical diagnostics and administration across some/all of the following technical areas:

Windows Server Operating and Administration systems, Microsoft Office, Remote Control Software i.e. VNC, SMS, PC Anywhere, RDP, backup technology such as Backup Exec, virtual solutions, SAN storage, Networking and Security software, Microsoft Exchange, troubleshooting network issues which may include multi-vendor Routers and Switches and a variety of security devices including raising issues to, and troubleshooting with, service providers.

The successful candidate is required to communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.

This role will require a flexible and enthusiastic individual who is able to apply all company and departmental policies, procedures and work instructions to their daily tasks, and proactively contribute to improving these where possible. This position will require proven engineering experience within a relevant industry and a good appreciation of relevant engineering standards and procedures.  It will also require the ability to build rapport and maintain strong technical relationships with our internal and customers to help drive and improve our quality of service.

The successful candidate will be willing to apply themselves to a diverse range of work and meet and exceed customer expectations and service levels. The candidate must display a desire to learn and understand new technologies, achieve objectives agreed with their Leader and develop and maintain an excellent working relationship with colleagues.

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RMC Engineer