Service Desk Specialist

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 blends hands-on technical ticket management with a proactive approach to upskilling others through coaching, knowledge article creation, and technical mentoring. You’ll also contribute to the successful integration of new products and services, collaborating across teams to enhance service delivery and operational effectiveness. As the first point of contact for customers, partners, and suppliers, the Service Desk team represents Wavenet’s commitment to excellence. This position calls for someone who embodies our values: delivering exceptional service, driving innovation, and fostering personal and team growth. Ultimately, your work will contribute to a consistently high-quality experience in every customer interaction.

Key Responsibilities:

• Handle complex incidents and service requests within the 1st line Service Desk, ensuring accurate triage and clear communication.
• Drive first-time resolution by providing technical support and guidance to Service Desk teams.
• Meet or exceed SLAs and KPIs through proactive ownership and team collaboration.
• Act as a technical escalation point, supporting complex issue resolution across departments.
• Collaborate to create knowledge resources and support team skill development.
• Lead and contribute to service improvement initiatives and identify process enhancements.
• Manage operational risks, escalate issues, and support data-driven decision-making.
• Support quality assurance, CSAT activities, and escalation handling to enhance customer experience.
• Mentor and coach Service Desk Analysts, contributing to team growth and performance.
• Participate in internal and client meetings, contributing technical insight and service strategy.
• Maintain clear, concise process documentation to uphold operational standards.

Qualifications - What We’re Looking For:

• Proven Career Progression within a Service Desk or Technical Operations environment, showcasing your ability to share knowledge effectively through structured training, mentoring, or coaching.
• Hands-on Customer Engagement, including technical interactions and a strong understanding of advanced technical triage processes.
• Track Record of Meeting SLAs and Targets, consistently delivering high-quality service in a time-sensitive environment.
• Solid Understanding of ITIL Frameworks, particularly in Incident and Problem Management, with practical, real-world application.
• Experience Coaching or Mentoring colleagues or junior team members to support skill development and team growth.

Skills That Will Set You Apart:

• Analytical Thinker – Able to approach problems creatively, consider the bigger picture, and apply varied problem-solving techniques to drive results.
• Strong Communicator – Clear and adaptable written and verbal communication skills suited to both technical and non-technical audiences.
• Excellent Planning & Time Management, ensuring tasks are completed efficiently and to a high standard.
• Tech Translator – Comfortable breaking down complex technical issues into clear, easy-to-understand solutions for non-specialists.
• ITSM Proficiency – Experienced in using IT Service Management tools to manage Incidents, Requests, and workflows effectively.
• Thrives Under Pressure, remaining calm and focused while managing changing priorities and high customer expectations.
• Curious and Inquisitive – Naturally inclined to ask the right questions, think laterally, and get to the root of technical issues.
• Quick Learner – Fast to grasp a client’s business, products, and industry landscape.
• Service Improvement Mindset – Demonstrated problem-solving ability, particularly in the context of continual service enhancement.
• Leadership Potential – A strong desire to take responsibility, support others, and contribute to the evolution of the Service Desk function.

Nice to Have – Additional Qualifications:

• ITIL Foundation v3 or v4 Certification
• Accreditation in Customer Service or Customer Experience
• Leadership or Management Training or Certification

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:

• 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.
• 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.
• 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.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.