Service Support Analyst

Wireless Logic; Maidenhead; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading IoT connectivity provider in Maidenhead is hiring a Service Support Analyst to join their Service Desk. This role involves diagnosing connectivity issues, managing customer connections, and ensuring high service levels. The ideal candidate should have at least a year of customer service experience and exceptional communication skills. The position emphasizes teamwork and the ability to thrive in a fast-paced environment while maintaining customer satisfaction. Offers a hybrid working model with excellent benefits.

Benefits

25 days holiday

Enhanced Maternity / Paternity Leave

Private Medical Insurance

Discounted Gym membership

Onsite parking

Qualifications

• Minimum of 1 year of customer service experience.
• Experience in complex customer procedures.
• Excellent verbal and written communication skills.
• High attention to detail and organizational skills.
• Natural problem-solver in high-pressure environments.

Responsibilities

• Diagnose Level 2 connectivity issues with a positive attitude.
• Manage customer connections from activation to support.
• Log interactions reliably in Zendesk.
• Collaborate with network providers for fault diagnosis.
• Review daily dashboard reports to prioritize tasks.

Skills

Customer Service

Problem Management

Technical Support

IT Experience

Troubleshooting

Desktop Support

Windows

Application Support

Tools

Zendesk

Excel

PowerPoint

Word

Job description

What were all about :

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 were more than that. Our mission To make IoT management a breeze for any device anywhere. With over 15 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 everywhereeven if you dont realize it. At Wireless Logic we provide cutting‑edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

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 everywhereeven if you dont 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

Ready to be the wizard behind the curtain keeping our customers connected and happy Were on the hunt for an energetic professional and focused Service Support Analyst to join our buzzing Service Desk. This isnt just about answering calls; its about being the second line of defence a true diagnostic hero who solves problems and ensures our customers connections are smoother than a freshly paved road.

Youll be reporting to our awesome Service Support Supervisor and working hand-in-hand with colleagues suppliers industry specialists and 3rd party service providers. This role is crucial for maintaining our sky‑high service expectations and hitting those all‑important SLAs. If you love diving deep into diagnostics managing customer connections from activation to support and being part of a team that thrives on making things work then this is your stage!

Your Daily Quest

• Be the diagnostic detective for Level 2 connectivity problems and issues getting to the root of things with a smile.
• Master the art of SIM core processes from activations to cancellations keeping everything running like clockwork.
• Handle change of ownership and tariff change requests with precision and speed.
• Jump in to support call overflows and administrative tasks because teamwork makes the dream work!
• Log all customer interactions (phone calls chats emails) like a pro using Zendesk triaging queries for swift resolution.
• Keep our M2M SIM provisioning system (SIMPro) sparkling clean and accurate with despatches activations cancellations and suspensions.
• Collaborate with network providers to troubleshoot and diagnose Level 2 faults ensuring seamless service.
• Escalate and pass tickets to our Level 3 gurus both internally and externally when things get super complex.
• Proactively manage and support our fantastic dealer and customer relationships building trust with every interaction.
• Review daily dashboard reports and internal API fail‑out reports to prioritize tasks and stay ahead of the game.

The Secret Sauce

• A minimum of 1 year of experience rocking it in a fast‑paced Customer Service role.
• Proven experience navigating complex customer procedures ideally within a Customer Service / Service Desk environment.
• Comfortable using omnichannel CRM systems to support customer requirements youre a multi‑channel maestro!
• Excellent verbal and written communication skills you can explain anything to anyone with clarity and charm.
• Ninja‑level attention to detail highly organised and a time management wizard you never miss a beat.
• A natural problem‑solver who thrives in a high‑pressure fast‑paced environment.
• Proficiency in Excel PowerPoint and Word you know your way around the digital tools.
• Bonus points if youve previously operated within a business handling large contracts in the services / telecommunications industry.

What Will Make You Shine At Wireless Logic (Behaviours & Culture)

• An enthusiastic logical and proactive approach to problem‑solving you see challenges as opportunities!
• Confident in sharing your knowledge with customers and colleagues youre a fountain of wisdom!
• The ability to thrive in a fast‑paced environment and be a natural problem‑solver.
• A true team player always ready to go that extra mile to meet customer and business needs.
• A positive can‑do attitude thats infectious and inspires those around you.
• Demonstrate interest in continuous self‑development always learning always growing!
• Be a brand ambassador for our business you embody the Wireless Logic spirit!

Your Objectives for the Year

1. Master Second‑Line Resolution : Achieve an average first‑contact resolution rate of 75% for 2nd line support tickets within your first 6 months ensuring speedy and effective customer solutions.

2. Optimize Process Efficiency : Identify and propose one key process improvement within the SIM core processes or diagnostics workflow by end of Q3 aiming to reduce manual effort or enhance accuracy.

3. Elevate Customer Satisfaction : Consistently maintain a customer satisfaction score of 90% or above based on Zendesk feedback demonstrating exceptional service and proactive communication.

Why Come Work With Us

• The chance to join a creative entrepreneurial company where bold ideas are celebrated.
• Full training ongoing support and the tools to help you thrive and grow in your role.
• Were a company with heart. We genuinely care about our people and make sure everyone feels valued respected and part of the family.

For UK : Benefits Of Being Part Of The Team

• 25 days holiday
• Buy up to 5 days additional holiday
• Birthday Day off
• Enhanced Maternity / Paternity Leave
• Group Company Pension Scheme
• Private Medical Insurance
• Discounted Gym membership at over 3000 Gyms
• Dental cover
• Optical cover
• Company Sick Pay Scheme
• Cycle to work scheme
• Onsite parking
• Access to a variety of online discounts on major retailers
• Employee assistance program

Ok Im Interested Whats Next

Thank you so much for your interest in Wireless Logic Group we appreciate the time and emotion that goes into an application.

We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities.

Overview of interview process at Wireless Logic

• Tele Interview Meet the people team
• 1st Interview (Virtual) – Meet your manager
• 2nd Stage (Face to Face) – Meet your peers
• Final Stage (Virtual / Face to Face) – Meet our leadership

If you require reasonable accommodation during the application and selection process please let us know. We will work together to best meet your needs.

How we work

We know the world has changed and we want to offer our employees the chance to collaborate at our unique office spaces whilst enjoying the convenience of working from home. Youll adopted a hybrid working approach to give more flexibility on where and how we work. Youll find out more about what this means for this role during the recruitment process but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity equity and inclusion in everything we do. As a global company that drives culture we aim to reflect the worlds diverse voices both internally and externally to ensure success in our mission.

By applying for this role you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access erase or restrict the holding or processing of your data please contact us ( ) and we will respond to your query as soon as possible.

Required Experience :

IC

Key Skills

IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support

Employment Type : Full Time

Experience : years

Vacancy : 1