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Job Details
* Working Pattern: 7.5-hour shifts scheduled between 7am and 7pm, Monday through Friday
Purpose of the Role
As a Service Desk Specialist at Wavenet, you’ll play a key role in elevating the technical capability of our Service Desk teams. Your focus will be on handling complex technical issues, sharing knowledge, and driving continuous improvement to ensure we deliver a best-in-class customer experience.
This role combines hands-on technical ticket management with proactive upskilling through coaching, creating knowledge articles, and mentoring. You’ll contribute to integrating new products and services, collaborating across teams to enhance service delivery and operational efficiency.
As the first point of contact for customers, partners, and suppliers, the Service Desk team exemplifies Wavenet’s commitment to excellence. We seek someone who embodies our values: delivering exceptional service, fostering innovation, and supporting personal and team growth. Your work will help maintain a high-quality customer experience in every interaction.
Key Responsibilities
1. Handle complex incidents and service requests within the 1st line Service Desk, ensuring accurate triage and clear communication.
2. Drive first-time resolution by providing technical support and guidance.
3. Meet or exceed SLAs and KPIs through proactive ownership and collaboration.
4. Act as a technical escalation point for complex issues across departments.
5. Create knowledge resources and support team skill development.
6. Lead and contribute to service improvement initiatives and process enhancements.
7. Manage operational risks, escalate issues, and support data-driven decisions.
8. Support quality assurance, CSAT activities, and escalation handling to improve customer experience.
9. Mentor and coach Service Desk Analysts to support team growth.
10. Participate in internal and client meetings, providing technical insights and service strategies.
11. Maintain clear, concise process documentation to uphold standards.
Qualifications
What We're Looking For – Your Experience
* Proven career progression within a Service Desk or Technical Operations environment, with effective knowledge sharing through training, mentoring, or coaching.
* Hands-on customer engagement experience, including technical interactions and advanced triage skills.
* Consistent achievement of SLAs and targets, delivering high-quality service under time constraints.
* Understanding of ITIL frameworks, especially Incident and Problem Management, with practical application.
* Experience coaching or mentoring colleagues or junior team members.
Skills That Will Set You Apart
* Analytical thinking and creative problem-solving.
* Strong communication skills, both written and verbal, for technical and non-technical audiences.
* Excellent planning and time management.
* Ability to translate complex technical issues into understandable solutions.
* Proficiency with ITSM tools for managing incidents and workflows.
* Ability to remain calm and focused under pressure.
* Curiosity and a desire to ask questions and understand root causes.
* Quick learner, able to understand client products and industry landscape rapidly.
* Service improvement mindset with problem-solving skills.
* Leadership potential, with a desire to support and evolve the Service Desk function.
Additional Qualifications (Nice to Have)
* ITIL Foundation v3 or v4 Certification
* Customer Service or Customer Experience accreditation
* Leadership or Management training or certification
Additional Information
At Wavenet, we offer more than just a job—we provide an exceptional environment and benefits to support your success from day one. Enjoy generous annual leave, private medical coverage, discounted health plans, an eye care scheme, and wellbeing programs, all backed by our in-house Wellbeing Team.
We promote a healthy work-life balance, with an additional day of leave each year up to 28 days. Our benefits include:
* Hybrid working options for flexibility.
* Starting with 25 days of leave, increasing annually up to 28 days.
* Comprehensive health and wellbeing benefits, including private medical coverage, virtual GP, employee assistance programs, and more.
Join the UK’s largest managed service provider today!
Apply now or contact our Talent Acquisition Team for more info.
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