Service Desk Specialist

Wavenet; Batley; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking managed services provider as a Service Desk Specialist, where your expertise will enhance customer experiences and drive service excellence. This role offers a unique blend of technical support and mentoring, allowing you to elevate the capabilities of your team while ensuring high-quality service delivery. With a focus on continuous improvement and collaboration, you will play a crucial role in integrating new products and services. Enjoy a hybrid working model, generous annual leave, and comprehensive health benefits in an environment that prioritizes your wellbeing and professional growth.

Benefits

Private Medical Coverage

Discounted Health Plans

Annual Leave Increase

Comprehensive Employee Assistance Programme

Virtual GP Access

Eye Care Scheme

Qualifications

• Proven experience in a Service Desk or Technical Operations environment.
• Strong understanding of ITIL frameworks and incident management.
• Experience in coaching or mentoring team members.

Responsibilities

• Handle complex incidents and service requests effectively.
• Drive first-time resolution and meet SLAs and KPIs.
• Mentor and coach Service Desk Analysts for team growth.

Skills

Technical Support

Customer Engagement

Analytical Thinking

Communication Skills

Time Management

Problem Solving

ITIL Framework Knowledge

Mentoring

Education

ITIL Foundation Certification

Customer Service Accreditation

Tools

IT Service Management Tools

Job description

• Is this role eligible for a Company car? : No

Company Description

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.

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 anextension of your business, and always delivering on our promise to make their business brilliant.

Job Description

• Job Title: Service Desk Specialist
• Working Style:Hybrid
• Working Pattern:7.5-hour shifts scheduled between 7amand 7pm, Monday through Friday

Purpose of the Role

As a Service Desk Specialist at Wavenet, you’ll play a key role in elevating the technical capability of our Service Desk teams. Your focus will be on handling complex technical issues, sharing knowledge, and driving continuous improvement to ensure we deliver a best-in-class customer experience.

This role blends hands-on technical ticket management with a proactive approach to upskilling others through coaching, knowledge article creation, and technical mentoring. You’ll also contribute to the successful integration of new products and services, collaborating across teams to enhance service delivery and operational effectiveness.

As the first point of contact for customers, partners, and suppliers, the Service Desk team represents Wavenet’s commitment to excellence. This position calls for someone who embodies our values: delivering exceptional service, driving innovation, and fostering personal and team growth. Ultimately, your work will contribute to a consistently high-quality experience in every customer interaction.

Key Responsibilities

Handle complex incidents and service requests within the 1st line Service Desk, ensuring accurate triage and clear communication.

Drive first-time resolution by providing technical support and guidance to Service Desk teams.

Meet or exceed SLAs and KPIs through proactive ownership and team collaboration.

Act as a technical escalation point, supporting complex issue resolution across departments.

Collaborate to create knowledge resources and support team skill development.

Lead and contribute to service improvement initiatives and identify process enhancements.

Manage operational risks, escalate issues, and support data-driven decision-making.

Support quality assurance, CSAT activities, and escalation handling to enhance customer experience.

Mentor and coach Service Desk Analysts, contributing to team growth and performance.

Participate in internal and client meetings, contributing technical insight and service strategy.

Maintain clear, concise process documentation to uphold operational standards.

Qualifications

What We're Looking For – Your Experience

Proven Career Progression within a Service Desk or Technical Operations environment, showcasing your ability to share knowledge effectively through structured training, mentoring, or coaching.

Hands-on Customer Engagement, including technical interactions and a strong understanding of advanced technical triage processes.

Track Record of Meeting SLAs and Targets, consistently delivering high-quality service in a time-sensitive environment.

Solid Understanding of ITIL Frameworks, particularly in Incident and Problem Management, with practical, real-world application.

Experience Coaching or Mentoring colleagues or junior team members to support skill development and team growth.

Skills That Will Set You Apart

Analytical Thinker – Able to approach problems creatively, consider the bigger picture, and apply varied problem-solving techniques to drive results.

Strong Communicator – Clear and adaptable written and verbal communication skills suited to both technical and non-technical audiences.

Excellent Planning & Time Management, ensuring tasks are completed efficiently and to a high standard.

Tech Translator – Comfortable breaking down complex technical issues into clear, easy-to-understand solutions for non-specialists.

ITSM Proficiency – Experienced in using IT Service Management tools to manage Incidents, Requests, and workflows effectively.

Thrives Under Pressure, remaining calm and focused while managing changing priorities and high customer expectations.

Curious and Inquisitive – Naturally inclined to ask the right questions, think laterally, and get to the root of technical issues.

Quick Learner – Fast to grasp a client’s business, products, and industry landscape.

Service Improvement Mindset – Demonstrated problem-solving ability, particularly in the context of continual service enhancement.

Leadership Potential – A strong desire to take responsibility, support others, and contribute to the evolution of the Service Desk function.

Nice to Have – Additional Qualifications

ITIL Foundation v3 or v4 Certification

Accreditation in Customer Service or Customer Experience

Leadership or Management Training or Certification

Additional Information

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:

• Hybrid Working:Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
• 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 private medical coverage, 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.