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 an extension of your business, and always delivering on our promise to make their business brilliant.
Job Description

WHAT WE’RE LOOKING FOR

We’re seeking a confident and customer-focused individual with a passion for delivering outstanding service and supporting team success. To thrive in this role, you’ll need to bring a blend of strong communication, organisation, and leadership skills, along with a proactive and collaborative approach.

KEY QUALITIES AND EXPERIENCE WE’RE LOOKING FOR:

• Previous experience in a customer service or service desk environment
• A strong team player with excellent organisational and leadership abilities
• Confident communicator with an excellent telephone manner and the ability to build positive relationships at all levels
• A commitment to delivering first-class customer service
• Strong administration skills, ideally from a similar role
• Comfortable using Microsoft Office applications and other digital tools
• Able to remain calm under pressure, manage competing priorities, and handle escalations effectively
• Analytical mindset with the ability to interpret data and identify opportunities for improvement
• An understanding of basic IT terminology is desirable, but not essential
• If you’re someone who thrives in a fast-paced environment and enjoys making a real difference to customer experience and team performance, we’d love to hear from you.
  Additional Information

ABOUT THE ROLE

Are you passionate about delivering exceptional customer support and leading by example? We’re looking for a proactive and organised Service Support Lead to join our fast-paced Service Desk team.
In this key role, you’ll take ownership of customer support tickets from start to finish—ensuring they’re handled efficiently, in line with SLAs, and to the highest standard of customer service. You’ll lead by example, helping to drive productivity, improve response times, and support the Service Desk team in meeting customer expectations.
If you’re ready to take the next step in your service desk career within a vibrant and fast-growing organisation, we want to hear from you!

KEY RESPONSIBILITIES

• Take ownership of customer tickets aligned to your Service Desk team, ensuring SLA targets are met
• Monitor, prioritise, and manage incoming tickets to maintain efficient ticket flow
• Investigate escalated issues and implement appropriate resolutions
• Ensure all customer communications are timely, courteous, and professionally logged
• Liaise with customers, Account Managers, and internal teams to address queries, complaints, and sales opportunities
• Review ticket details for accuracy and completeness to ensure smooth progression
• Track ticket trends, report areas of concern, and recommend process improvements to the Service Desk Manager
• Hold regular 1-to-1 meetings with service desk engineers to support development and performance
• Maintain a positive, customer-first approach across all interactions and communication
• Monitor ticket queues and ensure any bottlenecks or stalled issues are resolved swiftly
• Ensure complaints are properly investigated, recorded, and managed according to company policy
• Promote continuous improvement by analysing performance stats and identifying better working practices
• Assist with any other duties aligned to the needs of the Service Desk function
  Qualifications