Company Description
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. We don’t just provide solutions for today but for tomorrow. We’re always thinking ahead of the technology curve so our customers feel confident that we’re striving to make their business future‑proof. Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
Job Description
Location: Birstall/Wakefield
Contract Type: Permanent, Full Time
Working Pattern: 8.5 hour shifts including 1 hour 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
- 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.
Who are we?
We want to be the UK’s go-to managed service provider. You will have a logical mindset and enjoy puzzles. Good problem‑solving skills, resourceful research, and excellent customer service are key to success in this role.
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
We offer a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programmes, 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, up to 28 days.
- Annual Leave: Begin with 25 days, increasing by one day per year up to 28 days.
- Health & Wellbeing: Discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme.
