Job Description
Are you passionate about delivering top-tier IT support and creating outstanding customer experiences? We’re looking for a proactive N365 Administrator to join our Managed Services team. In this role, you'll be the first point of contact for our customers, partners, and suppliers—owning support tickets from initial triage through to resolution, while ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met and exceeded.
As a service ambassador, you will play a key part in driving customer satisfaction, knowledge sharing, and service improvement. You'll be expected to communicate clearly and effectively, manage incidents with precision, and collaborate across teams and vendors to achieve swift resolutions. Your ability to stay organised, manage data meticulously, and remain committed to personal and team development will be critical to your success.
If you're customer-focused, detail-oriented, and driven to continuously improve service delivery, we’d love to hear from you. Join us and be a part of a team that thrives on excellence, ambition, and making a real difference in every interaction.
What you will be doing:
1. Efficient Request Handling: Accurately assess, prioritise, and resolve service requests while maintaining clear, effective communication.
2. SLA & KPI Performance: Meet and aim to exceed defined Service Level Agreements and Key Performance Indicators through personal and team effort.
3. Knowledge & Escalation Management: Expand technical knowledge to resolve issues and escalate effectively to internal teams or third-party vendors.
4. Information & Data Accuracy: Maintain high-quality data and ticket documentation throughout the incident/request lifecycle using appropriate tools.
5. Collaboration & Customer Focus: Work closely with third-party suppliers, support first-time fix efforts, and contribute to a positive customer experience and knowledge sharing.
Qualifications
Proven experience in a customer-facing IT support role, delivering high-quality, time-sensitive services with a strong focus on user satisfaction. Demonstrated capability working within an IT Service Desk environment, with hands-on experience managing Microsoft N365 services. Skilled in using IT Service Management (ITSM) tools to log, manage, and resolve incidents and service requests efficiently.
Possess excellent written and verbal communication skills, with the ability to translate complex technical information into clear, user-friendly language. Adept at planning, prioritising tasks, and managing time effectively under pressure. Known for a proactive, analytical mindset with strong problem-solving skills, a continuous improvement approach, and a collaborative team attitude. Able to quickly understand diverse IT environments and meet customer-specific support expectations.
Additional Information
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.
We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
6. Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
7. Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
8. Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.