DaaS Service Agent

Randalls Way, Leatherhead KT22 7TW, UK Req #155

21 June 2024

Established in 1982, Bytes has grown rapidly and now employs over 600+ people across 5 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

Your Future Starts Here

Why Bytes?

Over 600 staff (plans to double in size over the next 5 years)
Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London or Manchester
Winners of an array of industry awards
Sunday Times Top 100 Best Places to Work
Excellent training and career prospects offered
Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
Supporters of 85+ charities with strong commitment to diversity and sustainability

POSITION DETAILS:
Position Title:	DaaS Service Agent
Reports to (POSITION):	Services Platform & Data Manager
Team:	Services Support
Department:	Service Delivery

PURPOSE OF JOB:

The purpose of the DaaS Service Desk Agent is to deliver excellent customer service through continuous improvement that gives customer confidence, you will do this by understanding customer’s needs, delivering technical excellence, and ensuring communication is concise, responsive and of a high quality.

KEY RESPONSIBILITIES:

Daily management and prioritisation of your own workload (assigned ticket queue) and escalating to senior Managers when necessary.

Meeting / exceeding target SLAs (first response, resolution, update cadence)

Processing of Joiners, Movers and Leavers (JML) requests

Providing billing support

Managing the end-to-end processes ensuring the end users receive the highest level of service

Manage the communication between external Partners and Bytes.

Processing of DoA and Warranty requests

Processing of general service queries

Processing of New Device Request

Processing of Mult user access request (Office License)

Processing and booking of migration requests

Processing of Software Requests (Packaging Payment)

Processing of Leavers Requests

WIDER TEAM NETWORK

(WHICH TEAMS WILL THE POSITION WORK WITH DIRECTLY AND WHO WILL THEY RELATE TO EXTERNALLY)

Internal

PMO, Sales, Microsoft Specialists, Service Delivery Managers.

External

Customer Stakeholders and Vendors.

QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
Minimum 5 GCSE’s including Maths & English (Grade 9 - 4 / A- C) A-Levels	DESIRABLE DESIRABLE
Experience:
Proficient in Excel Understanding of BMW/DaaS processes Service Desk toolset Understand of and working to service level agreements (SLA’s)	ESSENTIAL DESIRABLE DESIRABLE DESIRABLE

CORE Competencies & SKILLS:

Organised individual with excellent time management

Accuracy and attention to detail essential

Copes well under pressure and can meet deadlines

Excellent verbal and written communication with customer service/facing skills essential – ability and confidence to engage with customer stakeholders (internal/external) at all levels up to C-Suite.

Self-motivated and able to take responsibility

Tenacious, adaptable and quick to learn

Other details

Job Family Employee
Job Function Technical Support
Pay Type Salary

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Randalls Way, Leatherhead KT22 7TW, UK