Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023.
At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfill your career goals. We foster a culture of innovation, collaboration, recognition, and inclusivity and offer a wide range of benefits to support staff wellbeing.
* Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, and Manchester
* 25 days holiday per annum plus bank holidays and Christmas period
* Excellent learning and development opportunities
* Open plan office with collaborative working spaces, on-site gym, outdoor tiki bar, coffee bar, and lunch area
* Company wellbeing and social events
* Sports and social clubs
* Incentive trips
* Employee Assistance Programme
* Discounted private healthcare
* EV scheme and Ride to Work scheme
* Winners of an array of industry awards
* Great Place to Work Certified
* Sunday Times Top 100 Best Places to Work
* Supporters of 85+ charities with strong commitment to diversity and sustainability
POSITION DETAILS:
Position Title: DaaS Service Lead
Reports to: Services Platform & Data Manager
Team: Services Support
Department: Service Delivery
PURPOSE OF JOB:
The purpose of the DaaS Service Lead role is to facilitate clear communication channels between key stakeholders within the Bytes Services team. You will be instrumental in the delivery of the end-to-end DaaS service and be the key contact for any issues that may arise. Delivering 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 and responsive.
KEY RESPONSIBILITIES:
* Managing the workload of the service and escalating to senior Managers when necessary.
* Managing and reporting on the SLAs for the department.
* Managing the end-to-end processes ensuring the end users receive the highest level of service.
* Manage the communication between external Partners and Bytes.
* Process and facilitate the DoA and Warranty requests.
* Enable the team to process Joiners, Movers, and Leavers for the BMW/DaaS users.
* Assist in improving the processes in place for the BMW/DaaS solution.
* Triaging of Tickets from 1st line to appropriate support queues.
WIDER TEAM NETWORK:
Internal:
* PMO, Sales, Microsoft Specialists, Service Delivery Managers.
External:
* Customer Stakeholders and Vendors.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
* GCSE A-C in English and Mathematics
DESIRABLE:
Professional Qualifications:
* Experience working in an IT customer service-based environment
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