Field Service Deskside Engineer, Daisy Corporate Services
More information about location
Office located in City of London, London
Managed service provider
Job no longer available
Managed service provider
201-500 employees
Job no longer available
More information about location
Office located in City of London, London
201-500 employees
Company mission
Daisy Corporate Services is on a mission to be the UK’s go-to Managed Service Provider.
Role
Who you are
- You will have a diverse range of skills including technical knowledge of desktop environments, hardware, and software systems which will enable you to swiftly diagnose and resolve even the most complex issues
- You’ll also be a customer service superstar, ensuring our customer and their end users have a great experience and feel truly supported
- Your friendly communication and people skills will make users feel valued and supported throughout the incident resolution process
- Your professionalism will be unwavering, guaranteeing an objective approach and accurate management of service perceptions within our customer’s user community
- Your keen attention to detail ensures that errors or inaccuracies in documented processes or work instructions are promptly identified, reported, and rectified, maintaining impeccable version control
- SC Clearance Eligibility (Minimum of 5 years UK residential history)
- Previous technical support experience
- Microsoft Windows 10 Desktop and Office proficiency
- Knowledge Management article creation experience
What the job involves
- As our Field Service Deskside Engineer, you will be working on-site for one of our dedicated customer accounts, providing prompt technical diagnosis and resolution for incidents within the desk-side queue
- In this dynamic role, you’ll use your technical expertise to deliver on-site technical support and maintenance for hardware and software systems
- This includes troubleshooting and resolving issues directly at the customer site, providing immediate assistance to ensure minimal downtime and operational efficiency
- Resolving calls requires skills beyond those of the Service Desk 1st Line Analyst and the remote capabilities of 2nd line Analysts, focusing primarily on the desktop environment
- This may involve liaising with subject experts or triaging to another resolver
- Whilst resolving issues, you will utilise your exceptional customer service skills to quickly solve problems whilst keeping the customer informed at all stages
- All incidents and issues are logged and managed in our service management system, and you’ll keep an accurate record of all activity throughout each stage of the process
- As an experienced technical support professional, you will use your knowledge and experience to establish clear priorities with our customer's end-users, validate Service Requests, and escalate certain issues to the Service Desk Supervisor or Customer Service Account Manager for P1 or P2 incidents
- Your role will also involve managing service perceptions accurately within our customer’s user community, informing the Service Desk Supervisor of any inaccuracies, and reporting and updating any errors or inaccuracies in documented processes or work instructions to ensure appropriate version and release control
Salary benchmarks
Our take
Daisy Corporate Services, a part of Daisy Group, is a leading UK Managed Service Provider. Based in the Northwest, the company serves mid-sized to enterprise-scale businesses, where its counterpart Daisy Communications serves the SMB market.
The company has grown organically since its original launch in 2001, and now boasts an impressive client base across the UK. It provides cyber security, communication, and cloud-based services, with a particular focus on Microsoft products.
Interestingly, the revenue dominance of Apple over Microsoft has not perturbed Daisy, which has capitalised on UK businesses utilising the cloud for many of their operations. The Group collectively serves upwards of 2000 businesses and has acquired North England tech companies Communication Better, ECSC and XLN in past years. A Merger with managed services provider Wavenet in 2024 saw Daisy Corporate Services combine its portfolio to reach a valuation of over £1 billion and 20,000 enterprise customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Aug 2015
$50.5m
GROWTH EQUITY VC
Total funding: $50.5m
Company benefits
- Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
- Daisy University and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us
- Hybrid, field and home based working - To ensure work WORKS for you
- Enhanced family friendly policies – We are here to look after you and your nearest and dearest
- Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team
Company HQ
Brierfield, UK
Leadership
Matthew Riley
(Chairman & Founder)Currently Chairman at U-Explore Limited. Previously Executive Chairman at Damovo Europe.
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