Service Desk Analyst (Customer Support)

Job Description

Fixed Term Contract: until 31st December 2026

As a Service Desk Analyst at O2 Daisy, you’ll be the first friendly and professional point of contact for our business customers when they need support. You’ll play a vital role in keeping services running smoothly by responding to incidents and service requests, listening carefully, and making sure each interaction leaves customers feeling informed and supported. This is a great opportunity for someone with a strong customer service background who enjoys problem solving and wants to build technical capability, with full training provided.

In this role, you’ll handle queries across multiple channels, diagnose issues, and aim to resolve them at first contact wherever possible. When problems need deeper investigation, you’ll escalate them clearly and accurately, while keeping customers updated every step of the way. You’ll work as part of a collaborative Network Operations Centre environment, balancing quality, pace, and attention to detail to deliver a consistently high standard of service.

Please note this role is office-based in Peterborough and will require the successful individual to work on a five day rotating shift pattern between 7:00am and 10:00pm, including weekends and Bank Holidays, as required.

Who we are

Our new B2B venture. By bringing Virgin Media O2 Business and Daisy together, we’re creating a focused, digital-first B2B business serving customers across small, medium, and large enterprises, as well as the public sector. Powered by our next generation fixed and mobile infrastructure the new entity will offer a broader portfolio of best-in-class solutions - including cloud-based communication tools, voice and contact centre offerings and 5G private networks - helping us win more business and better serve our customers.

The must haves

• Proven experience in a customer-focused role with strong interpersonal skills

• Ability to manage workloads, priorities, and deadlines effectively

• Confident communicating with customers via phone, email, and digital channels

• Flexible to work varied shifts and occasional overtime

The other stuff we are looking for

• A structured, methodical approach to problem solving
• Ability to work both independently and as part of a team

• Experience in a high-volume or fast-paced environment

• Exposure to first line troubleshooting or technical support (desirable not essential)
• Confidence handling challenging customer interactions calmly and professionally

• Strong attention to detail when logging and updating tickets

What's in it for you

Working at O2 Daisy, you'll get a rewards package that is designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. The interview process will involve a video interview and and an in person assessment centre. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

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