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For Companies At a Glance
- Tasks: Manage customer support tickets and ensure timely resolutions in a dynamic team.
- Company: Join Wavenet, a leading managed services provider in cybersecurity and communications.
- Benefits: Enjoy 25 days of annual leave, private medical coverage, and extensive wellbeing programs.
- Why this job: Be part of a vibrant team dedicated to exceptional customer service and career growth.
- Qualifications: Experience in a support desk environment and strong communication skills are essential.
- Other info: Work in a collaborative office setting with opportunities for professional development.
The predicted salary is between 30000 - 42000 £ per year.
Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. 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. We stay ahead of the technology curve, ensuring our customers can trust we are committed to making their business future-ready. Your success is our success. We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business.
Join Our Dynamic Service Desk Team!
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. As a Service Support Administrator, you will play a crucial role in overseeing customer support tickets, ensuring prompt response times, efficient ticket allocation, and successful resolutions. Your focus on continuous improvement will help us enhance our productivity and customer satisfaction.
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 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. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team. 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: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
- Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
- Health & Wellbeing: Private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and an employee assistance program.
- Wavenet Academy: Launch of a new Learning Management System (LMS) to enhance learning, training, and development.
Ready to join the UK’s largest managed service provider? Apply today or contact our Talent Acquisition Team for more information. Join a fast-growing tech company with a clear mission, where you'll work in a supportive team environment, and have opportunities for career progression.
Service Support Administrator employer: Wavenet
Contact Detail:
Wavenet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Support Administrator
✨Tip Number 1
Network like a pro! Reach out to current employees at Wavenet on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing a role in the Service Desk team.
✨Tip Number 2
Prepare for the interview by brushing up on your customer service skills. Think of examples from your past experiences where you went above and beyond for a customer—this will show your commitment to exceptional service!
✨Tip Number 3
Show your enthusiasm for technology! Familiarise yourself with the latest trends in cybersecurity and communications. This will not only impress the interviewers but also demonstrate that you're genuinely interested in the field.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our dynamic team at Wavenet.
We think you need these skills to ace Service Support Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Support Administrator role. Highlight any previous support desk experience and your commitment to customer service, as this is key for us.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re excited about joining Wavenet. Share specific examples of how you've delivered exceptional customer support in the past, and show us your personality!
Showcase Your Communication Skills: Since communication is crucial in this role, ensure your application is clear and professional. Use a friendly tone, and don’t hesitate to demonstrate your excellent telephone manner through your writing.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Wavenet!
How to prepare for a job interview at Wavenet
✨Know Your Stuff
Before the interview, make sure you understand Wavenet's services and values. Familiarise yourself with their focus on customer support and SLAs. This will help you demonstrate your enthusiasm for the role and show that you're genuinely interested in contributing to their mission.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Highlight situations where you resolved issues efficiently or improved processes. This will illustrate your commitment to providing first-class support, which is crucial for a Service Support Administrator.
✨Be Ready for Scenario Questions
Expect questions that assess how you'd handle specific situations, like managing escalated tickets or prioritising tasks. Think through potential scenarios beforehand and outline your thought process. This will showcase your problem-solving skills and ability to work under pressure.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, company culture, or future projects. This shows your interest in the role and helps you gauge if Wavenet is the right fit for you. Plus, it opens up a dialogue that can leave a positive impression.
