Service Fulfilment Analyst

JR United Kingdom; Maidenhead; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic and innovative company leading the charge in IoT connectivity! As a Service Desk Analyst, you'll play a pivotal role in ensuring seamless customer support and connectivity solutions. This position offers a unique opportunity to work within a collaborative environment, where your contributions directly impact customer satisfaction and operational efficiency. With a focus on continuous improvement and a commitment to excellence, you'll thrive in a role that values your problem-solving skills and customer-centric approach. If you're ready to make a difference in the world of IoT, this is the perfect opportunity for you!

Benefits

25 days holiday

Birthday day off

Enhanced maternity/paternity leave

Group pension scheme

Private medical insurance

Discounted gym membership

Optical cover

Qualifications

• At least 1 year in a Customer Service role, preferably in a Service Desk environment.
• Proficiency in Microsoft Excel, PowerPoint, and Word.

Responsibilities

• Provide 2nd line support for diagnosing and resolving connectivity issues.
• Manage SIM card operations and ensure accurate provisioning system.

Skills

Customer Service Experience

Problem-Solving Skills

Communication Skills

Technical Proficiency in Microsoft Office

Experience with CRM Systems

Education

High School Diploma or Equivalent

Tools

Zendesk

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Job description

Social network you want to login/join with:

Any company can tell you about how they are a multi award-winning, market-leading business and yes, we are both of those things in the world of IoT connectivity! But we’re more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT… a fancy acronym or a secret code?

The Internet of Things (IoT) is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Role Overview: As a Service Desk Analyst at Wireless Logic, you'll be at the heart of our operations, ensuring our customers receive top-notch support and their connectivity solutions run smoothly. This role is crucial in maintaining our reputation for stellar service and supports our growth within the IoT world. You will be part of a busy Service Desk team, reporting to the Service Desk Manager, and working closely with colleagues, suppliers, industry specialists, and third-party service providers. Your ability to collaborate effectively and build strong relationships will be essential.

Key Responsibilities:

1. Provide 2nd line support for diagnosing and resolving connectivity problems/issues.
2. Process tasks related to SIM card operations, including activations and changes.
3. Manage change of ownership and tariff change requests.
4. Handle call overflows, administration, and logging phone calls/chats, and triage queries using Zendesk.
5. Ensure our M2M SIM provisioning system (SIMPro) is accurate and up-to-date, managing dispatches, activations, cancellations, and suspensions.
6. Liaise with networks to troubleshoot and diagnose faults.
7. Review fail-out reporting from internal API activities and daily dashboard reporting to prioritize tasks effectively.
8. Proactively communicate with customers to resolve issues and ensure tickets are routed correctly.

Required Skills & Experience:

• Experience: At least 1 year in a Customer Service role, preferably in a Service Desk environment with complex procedures.
• CRM Systems: Experience supporting customer requirements via omnichannel CRM systems.
• Industry Knowledge: Experience in a business with large contracts in services/telecommunications is advantageous.
• Technical Skills: Proficiency in Microsoft Excel, PowerPoint, and Word.
• Problem-Solving Skills: Ability to thrive in a fast-paced environment and a natural problem-solver.

Personal Traits & Behaviours:

• Enthusiastic with a proactive approach to problem-solving.
• Confident in transferring knowledge to customers and colleagues.
• Ability to work effectively in a fast-paced environment.
• Positive, can-do attitude.
• Excellent communication skills, both verbal and written.
• Attention to detail, strong organizational and time-management skills.
• Ability to work independently and on own initiative.
• Collaborative team player, personable, and effective at all levels.
• Accountable and professional.
• Resilient and adaptable.

Objectives for the Year:

1. Maintain a customer satisfaction (CSAT) score of 95% or higher.
2. Reduce ticket resolution time by 15% through process improvements.
3. Identify and resolve recurring issues to minimize escalations.

Why Join Us?

Here’s why you’ll love being part of our team:

• Opportunity to join a creative, entrepreneurial company that celebrates bold ideas.
• Full training, ongoing support, and tools to help you grow.
• We genuinely care about our people and foster a respectful, valued environment.

Benefits (UK):

• 25 days holiday, with options to buy additional days.
• Birthday day off.
• Enhanced maternity/paternity leave.
• Group pension scheme, private medical insurance, discounted gym membership, optical cover, and more.

Next Steps:

We appreciate your interest. We review applications within five days and contact shortlisted candidates. Due to volume, we cannot respond to everyone but encourage staying in touch for future opportunities. The interview process includes initial tele-interview, second-stage face-to-face, and final virtual or face-to-face interview with leadership.

If you need reasonable accommodations during the process, please inform us. We are committed to supporting all applicants.

Our Work Culture:

We support hybrid working, combining office presence with remote work, and promote diversity, equity, and inclusion across our global team.

By applying, you consent to data processing in line with GDPR. Contact us for data rights or questions.