At a Glance
- Tasks: Support the Service Desk by managing IT assets and ensuring smooth operations.
- Company: Join Wavenet, a leading managed services provider focused on customer success.
- Benefits: Enjoy generous leave, private medical coverage, and wellbeing programmes.
- Other info: Flexible working hours and a supportive environment for career development.
- Why this job: Be part of a dynamic team that values your contributions and growth.
- Qualifications: Attention to detail, problem-solving skills, and a customer-focused mindset are essential.
The predicted salary is between 30000 - 30000 £ per year.
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. 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.
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.
Service Desk Administrator employer: Wavenet
Wavenet is an exceptional employer that prioritises employee wellbeing and growth, offering a supportive work environment in Birstall/Wakefield. With generous annual leave, private medical coverage, and a strong focus on work-life balance, employees are encouraged to thrive both personally and professionally. Join a team that values your contributions and fosters a culture of collaboration and customer excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wavenet. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wavenet before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wavenet:Your cover letter is your chance to shine! Tell us why you want to work at Wavenet specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wavenet!
How to prepare for a job interview at Wavenet
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
