Service Support Lead – Wavenet
Greater Manchester, England, United Kingdom
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Company Description Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers’ businesses. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs, continuously staying ahead of the technology curve to deliver exceptional service quality and an unparalleled customer experience.
Job Description
Are you looking to advance your career in a vibrant and fast‑paced organisation? If so, this may be the perfect opportunity for you! We’re seeking an enthusiastic and dedicated individual to join our diverse Service Desk team, committed to delivering exceptional customer support while adhering to the Service Level Agreements (SLAs) outlined in our client contracts.
Key Responsibilities
* Taking ownership of all customer tickets assigned to your Service Desk team, ensuring that contractual SLAs are consistently met.
* Reviewing tickets to ensure accurate and sufficient information is recorded, facilitating smooth progression.
* Prioritising, managing, and monitoring ticket status to prevent delays.
* Investigating escalated tickets and recalls to address issues effectively.
* Ensuring timely updates in our ticket logging system and making courtesy calls to customers.
* Maintaining professional relationships with clients, addressing all inquiries promptly.
* Following company procedures to log and investigate complaints, collaborating with customers and Account Managers.
* Handling opportunities and sales leads in accordance with company policies.
* Monitoring ticket queues to ensure efficient flow and resolving any stalled tickets promptly.
* Highlighting issues to Service Desk Team Leads or the Manager in cases of complaints or SLA failures.
* Proactively reviewing and analysing statistics, reporting any areas of concern to the Service Desk Manager.
* Ensuring all interactions—internal and external—reflect professionalism and a positive customer service ethos.
* Identifying trends and recommending improvements for better working practices.
* Performing any other duties within the scope of the role as needed.
What We’re Looking For
* A background in a support desk environment.
* Proficiency with Microsoft Office applications.
* A genuine commitment to delivering first‑class customer service.
* Excellent communication skills and a friendly telephone manner.
* Strong administrative experience; prior experience in a similar role is a plus.
* Understanding of telecom definitions is beneficial but not mandatory.
* Customer Service experience.
* ServiceNow: Preferred.
Why Join Us?
We are committed to fostering an inclusive and diverse workplace where all team members feel valued and empowered. If you're passionate about technology and eager to contribute to a growing cybersecurity team, we want to hear from you!
At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. Competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs. Rewarding your commitment with an additional day of annual leave each year, up to a maximum of 28 days.
Benefits
* Full‑time Office‑Based Working: collaborative, in‑person teamwork in our offices.
* Annual Leave: 25 days, increasing by one day each year up to 28 days.
* Health & Wellbeing: private medical coverage, discounted health plans, virtual GP access, eye care scheme, and employee assistance program.
* Wavenet Academy: learning management system for development.
Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team Natilla.Turner@wavenet.co.uk for more information.
Seniority Level
Not Applicable
Employment Type
Full‑time
Job Function
Other
Industries
Technology, Information and Internet
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