Randalls Way, Leatherhead KT22 7TW, UK Req #155
16 April 2025
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 ongoing support, training, and advice to help them achieve their career aspirations, rewarding success both financially and personally. There are opportunities to grow and move internally, as demonstrated by our long-standing employees who have developed existing and new skills to move into senior positions, creating space for new team members.
* 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 numerous industry awards
* Sunday Times Top 100 Best Places to Work
* Excellent training and career prospects offered
* Modern office facilities including gym, canteen, open-plan spaces, smart casual dress code, regular incentives, and company events
* Supporters of 85+ charities with a 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, understanding customer needs, delivering technical excellence, and ensuring communication is concise, responsive, and of high quality.
KEY RESPONSIBILITIES:
* Manage and prioritize your workload daily, escalate to senior managers when necessary.
* Meet/exceed target SLAs for response, resolution, and update cadence.
* Handle JML requests, billing support, and end-to-end service processes to ensure high customer satisfaction.
* Coordinate communication between external partners and Bytes.
* Process DoA, warranty, general service, device requests, multi-user access, migration, software, and leaver requests.
WIDER TEAM NETWORK
(Teams the position will work with directly and externally)
Internal: PMO, Sales, Microsoft Specialists, Service Delivery Managers.
External: Customer Stakeholders and Vendors.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
* Minimum 5 GCSEs including Maths & English (Grade 9-4 / A-C)
* A-Levels
Experience:
* Proficient in Excel
* Understanding of BMW/DaaS processes
* Experience with Service Desk tools
* Knowledge of SLAs
Skills:
* Organized with excellent time management
* Accurate with attention to detail
* Ability to work under pressure and meet deadlines
* Excellent verbal and written communication skills, confident engaging with stakeholders up to C-Suite
* Self-motivated and responsible
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