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Service Desk Specialist – Job Description
About Wavenet
Wavenet is a managed services provider delivering cybersecurity, communications, and connectivity that scales with your business. Since 2000, we’ve ensured robust connectivity for organisations—but we don’t stop at today’s needs. We innovate ahead of trends to future-proof our customers.
Customer success is our mission. We proudly go the extra mile to deliver superior quality service and unmatched customer experience, acting as an extension of your team and turning challenges into exceptional results.
The Role
Purpose
The Service Desk Specialist plays a technical support and advisory role, enhancing expertise within service desk teams. Your focus will be on:
- Resolving complex technical tickets
- Facilitating knowledge transfer to improve team capabilities
- Driving technical training, knowledge dissemination, and continuous process improvement
- Supporting the implementation of new products/services
- Empowering self-development and team growth
As ambassadors of service excellence, you’ll delight customers through technical expertise, self-driven improvement, and collaboration. This role is proactive, with a driving ambition to set industry-leading standards in first-time resolution and consultative support.
Key Responsibilities
Technical Support & Incident Management
- Own and resolve technically complex tickets at the first-line service desk level.
- Accurately identify, categorise, prioritise, diagnose, and resolve all incidents/service requests with exceptional communication.
- Contribute to first-time resolution KPIs by guiding the entire service desk team with best practices.
Performance & Operational Excellence
- Strictly adhere to SLA (Service Level Agreements) and KPIs, actively working to exceed targets—both for your own work and team performance.
- Escalate operational risks/issues with full transparency.
- Collect and analyse performance data to improve ** organisational management reporting**.
Training & Development
- Conduct technical training for Service Desk Analysts and Senior Analysts, including hands-on coaching.
- Produce and maintain knowledge articles (collateral) to streamline troubleshooting.
- Partner with technical teams to define clear incident/issue demarcation points for process efficiency.
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Escalation & Customer Relationships
- Support Service Desk Leadership in managing customer satisfaction (CSAT) metrics and escalation responses.
- Attend internal and client-facing meetings to represent Wavenet’s technical vision.
- Champion Quality Management, providing constructive feedback to enhance team performance.
Process & Innovation
- Develop clear, effective processes that enhance self-service abilities and continuously improve operational performance.
- Drive cross-functional service improvements—collaborating with teams outside IT for holistic solutions.
Highest Possible Customer Experience
- Secure unwavering trust as the face of Wavenet, embodying service excellence in every interaction.
What Success Looks Like
Primary Goals
✅ Customer Delight: Proactively grow technical capabilities within your team to foster a customer-centric culture—guaranteeing personalised support, rapid responses, and zero-compromise resolutions.
✅ Target & KPI Mastery: Consistently outperform individual/team benchmarks; our shared success builds customer trust and fulfilment.
✅ Continuous Improvement: Identify and eradicate inefficiencies in processes, practices, and systems to elevate operational performance and satisfaction. Resolve risks via the Continuous Service Improvement or Risk Register.
✅ Knowledge & Coaching Leadership: Cultivate teaching moments—through group mentoring, one-to-one coaching, or other forums—to enhance team self-reliance and career growth.
✅ Knowledge Preservation: Maintain and refine knowledge bases to keep technical documents accurate and accessible.
✅ Quality Advocacy: Provide timely, constructive feedback to optimise individual performance and drive a culture of ownership.
✅ External Representation: Become an unshakable ambassador for Wavenet’s vision and values, supporting leaders and technical leadership visibility.
Requirements
Must-Have Experience
- Progressed within a technical environment, proving teaching/mentoring skills through structured knowledge-sharing.
- Hands-on customer interaction with a proven ability to triage complex technical issues.
- Track record of consistently achieving SLA/target goals.
- Completion of ITIL v3/v4 (Incident & Problem Management)—this isn’t optional for a service desk leader.
- Coaching & mentoring expertise, with experience guiding colleagues or subordinates.
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Core Skills
- Analytical problem-solver: Approach challenges from multiple angles; diagnose root causes with lateral thinking.
- Clear communication: Mastery of written and verbal communication to adapt tones for diverse audiences, including non-technical stakeholders.
- Time & resource management: Organise tasks efficiently under dynamic circumstances.
- Teaching non-technical audiences: Simplify complex technical concepts for broad decision-making.
- Proficient Service Management Tool usage: (i.e., ITSM platforms for incident ticketing, tracking, and resolution).
- Adaptability: High-pressure situations shouldn’t derail your ability to exceed customer expectations.
- Client empathy: Swiftly understand client industries, needs, and pain points to forge meaningful solutions.
- Ownership-personality: Proactively champion thematic improvements, believing in performance accountability.
Nice-to-Have
✔ ITIL Foundation certification (given its industry toolset role—Setter this as Proven Not Just Desired) ✔ Customer service training certifications (e.g., CXF, [CSAT accreditation principles]; adds depth to empathy training). ✔ Leadership development frameworks (formal training in team management).
Why Join Wavenet?
We’re more than just a paycheck—we’re an ecosystem designed for growth:
Flexible Working Life
- Hybrid model: Choose office/home blends that align with your lifestyle=—with just the balance to stay productive.
Competitive Compensation & Package
- 25+ days annual leave (rising to 28 days after three years).
- Exceptional employee wellness support, featuring:
- Full private medical cover
- Discounted health plans
- Virtual GP access
- Dedicated eye-care scheme
- Fully-funded employee assistance programmes, championed by our specialist Wellbeing Team.
Professional Development
- Often academia demonstrates our long-term approach—when you join, expectations exceed standard work lifecycles.
- Family-friendly offers, commication channels, wellness support!
Ready to Shape the Future of Service Excellence?
Apply today or reach out to our Talent Acquisition Team at contact@wavenet.co.uk
Let’s elevate your expertise—and yours—together.
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