Service Desk Administrator

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds. Since 2000, we’ve been keeping businesses connected. At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof. Customer success is our success.

Location: Birstall/Wakefield
Contract Type: Permanent, Full Time
Working Pattern: 8.5hr shifts incl 1 hr lunch, scheduled between 7am and 7pm, Monday to Friday.
Security Clearance Required – Applicants must have lived in the UK for 5 or more years to be eligible.

What You’ll Be Doing

• The Service Desk Administrator supports the effective operation of the Service Desk by ensuring accurate management of IT assets (including laptops, mobile phones, tablets, and peripherals) and providing administrative and operational support.
• The role ensures data integrity for reporting and invoicing, while helping to maintain service performance by supporting incident and request management and working with internal teams and suppliers to meet agreed service levels.

Key Responsibilities

• High data accuracy: ITSM asset records (laptops, mobile phones, tablets, peripherals) are consistently accurate, complete, and maintained to a high standard, supported by strong attention to detail.
• SLA adherence: Incidents and service requests are progressed and resolved within agreed SLAs through effective time management and prioritisation.
• Quality ticket management: Calls and requests are logged clearly and accurately, with good use of systems (MS Office & ITSM), enabling efficient handling and reporting.
• Effective communication: Clear, professional communication with users, teams, and suppliers ensures smooth coordination and timely updates.
• Team contribution: Actively supports the wider Service Desk, demonstrating flexibility and teamwork.
• Problem resolution: Identifies issues, investigates discrepancies, and takes ownership to resolve them efficiently.

Qualifications

• Strong attention to detail, ensuring high levels of accuracy in asset records and ticket updates.
• Effective time management and prioritisation, enabling you to manage workloads and meet SLAs and deadlines.
• Confident use of MS Office tools (especially Excel, Outlook, and Word) to support reporting, communication, and administration.
• Clear communication skills, both written and verbal, when dealing with customers, colleagues, and suppliers.
• Teamwork and collaboration, supporting the wider Service Desk and contributing to a positive team environment.
• Problem-solving ability, with a proactive approach to identifying issues and resolving discrepancies.
• Organisation skills, enabling you to manage multiple tasks and requests efficiently.
• Numeracy and literacy skills, supporting accurate reporting, data management, and professional communication.
• Customer-focused mindset, ensuring a professional, responsive, and helpful service at all times.

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:

• 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 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.