Job Description
1. Salary: £25,000 - £27,500
2. Contract Type: Permanent, Full Time
3. Hours: 37.5 hrs per week
4. Working Pattern: 7.5 hours per day between 08:00 – 18:00 (Mon - Fri)
Wavenet is looking for a Service Desk Engineer to provide high-quality support for incident resolution and service requests. This role is integral to ensuring a best-in-class customer experience, exceeding expectations, and driving continuous service improvements.
As a key member of our service team, you will take full ownership of incidents and service requests, ensuring they are effectively diagnosed, categorised, prioritised, and resolved in line with agreed SLA and KPI targets. You will also work closely with internal and external teams, including 3rd party suppliers, to ensure timely and effective issue resolution.
Key Responsibilities:
5. Provide technical support for incidents and service requests, ensuring a high level of customer satisfaction.
6. Log, track, and categorise incidents accurately in the call logging system.
7. Take full ownership of tickets, proactively managing escalations where necessary.
8. Ensure clear communication and regular updates to customers in line with SLAs.
9. Deliver first-time fix resolutions wherever possible, meeting KPI targets.
10. Liaise with 3rd party suppliers and escalate to resolver teams when needed.
11. Provide HPi updates for P2 tickets and support the Major Incident team for P1 tickets.
12. Contribute to knowledge base documentation and continuous service improvement.
13. Manage IT assets, stock, and equipment, ensuring effective deployment and disposal.
14. Conduct hardware repairs for non-warranty desktop/laptop devices.
Qualifications
Are you an experienced Service Desk professional looking for your next challenge? We’re seeking a proactive and customer-focused individual to join our team.
What You’ll Bring:
15. At least 2 years of experience in a Service Desk role, performing a wide range of IT support tasks.
16. A strong understanding of computer hardware and software with the ability to troubleshoot effectively.
17. The ability to work autonomously, managing a high workload in a fast-paced environment.
Key Skills & Experience:
18. Previous customer-facing IT support experience, delivering high-quality, time-sensitive service.
19. Experience working in an IT Service Desk within a complex organization.
20. Strong knowledge of ITIL processes for Incident & Problem Management.
21. Proven ability to meet Service Level Agreements (SLAs) and targets.
22. Skilled in using IT Service Management tools (e.g., ServiceNow) for logging and resolving incidents.
23. Excellent written and verbal communication, with the ability to explain technical issues to non-technical users.
24. Strong problem-solving and analytical skills, with a focus on continual service improvement.
25. A team player who is friendly, adaptable, and service-oriented.
Additional Qualifications (Preferred but Not Essential):
26. Microsoft M365 certifications
27. BSc degree in a relevant field
28. ITIL V4 certification
If you thrive in a dynamic environment and are passionate about delivering outstanding IT support, we’d love to hear from you!
Additional Information
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:
29. 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.
30. 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.
31. 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.