Location: Birstall

Customer Retention Executive – Mobile, Lines and Calls

Maddie Bolton

Objectives

Reporting to the Head of Retention, the primary function of this role is to drive and manage customer re-signs/renewals and churn/cancellations within the DCS contract base, primarily focused on mobile and lines & calls contracts speaking directly to the customer after Daisy receive  cancellation notification to retain the customer contract. Be creative and confident on the phone to think on their feet from a sales perspective to retain the customers’ business.

The successful candidate will be able to demonstrate good time management skills, dedication, drive and ambition with an ability to work comfortably in a dynamic environment. The candidate will need to apply themselves to a diverse range of tasks, including understanding the many contract systems and processes within the Daisy Group.

For more information, please click on the following link:

Customer Retention Executive – Mobile, Lines and Calls

Project Planner – PM2 – DCS

Maddie Bolton

Objectives

The Project Planner 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

To find out more about this role please click on the following link:

Project Planner (PM2)

Network Support Engineer T2 (SP) – DCS

Maddie Bolton

Objectives

Reporting to the Tier 2 Networking Manager, the primary function of this role is to provide a technical response/ fix to incidents 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 team that works as part of shift pattern that covers Monday to Sunday between 7:00am to 7:00pm, though this role is Monday to Friday 9:00am to 5:30pm.

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 R&S at a Service provider level, Cisco management tools, Juniper and Extreme Firewalls, Nexus 1-7K support, Cisco ACE and F5 Configuration plus fault finding. Broadband Support including Traffic shaping, (Tier 2 level)

They will also be 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 an 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.

To find out more about this role please click on the following link:

Network Support Engineer T2 (SP) 9-5.30

Service Desk Specialist – DCS

Maddie Bolton

Objectives

The Service Desk Specialist is required to providing resolution of customer incidents logged with the Service Desk, working in conjunction with the Service Desk Analysts and other staff to provide incident triage and resolution as well as identify problems and root cause.

The Specialist is expected to contribute towards their team’s KPI and SLA adherence, statistic and process management, customer interface and act as a technical or customer escalation point when required. Their role also involves providing solutions, fixes, resolutions and classifications in the form of documentation and guides that will be driven back into the Service Desk Team.

For more information, please click on the following link:

Service Desk Specialist

Junior Project Manager – Team Leader

Maddie Bolton

Objectives

The PM2 Team Leader is responsible for the overall effectiveness of the Project Management function within their team and encompasses:
• Management of Project delivery to agreed budget and timescales
• Management of Project delivery to agreed quality measure
• Effective use and allocation of resources
• Adherence to governance including process, policy and procedures
• Escalation point for Project Managers within the team

For more information, please click on the following link:

PM2 Team Leader – DCS

Desk Based Service Manager

Maddie Bolton

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

To find out more about this role please click on the following link:

Desk based Service Manager- DCS

Availability Services Sales Specialist – DCS

Maddie Bolton

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.

For more information, please click on the following link:

Availability Services Sales Specialist – DCS

Service Desk Analyst – DCS

Kristen Rawstron

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.

For further information on this role, please click the following link:

Service Desk Analyst – Birstall

Senior Service Desk Analyst

Susie Corke

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.

For further information on this role, please click on the following link:

Senior Service Desk Analyst

Network Support Engineer T2 (EN)

Susie Corke

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.

For further information on this role, please click on the following link:

Network Support Engineer T2 (EN)