Service Support Lead at Wavenet

Trafford, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Ticket Management, Communication Skills, Microsoft Office, Administrative Experience, Problem Solving, Continuous Improvement, Professionalism, Team Collaboration, Telecom Knowledge, ServiceNow

Industry

technology;Information and Internet

Description

Company Description Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs. We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their business future-ready. Your success is our success. We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business. We are dedicated to fulfilling our promise to make your business thrive. Job Description Join Our Dynamic Service Desk Team! Are you looking to advance your career in a vibrant and fast-paced organisation? If so, this may be the perfect opportunity for you! We’re seeking an enthusiastic and dedicated individual to join our diverse Service Desk team, committed to delivering exceptional customer support while adhering to the Service Level Agreements (SLAs) outlined in our client contracts. As a Service Support Lead, you will play a crucial role in overseeing customer support tickets, ensuring prompt response times, efficient ticket allocation, and successful resolutions. Your focus on continuous improvement will help us enhance our productivity and customer satisfaction. Key Responsibilities: In this role, your duties will include, but are not limited to: Taking ownership of all customer tickets assigned to your Service Desk team, ensuring that contractual SLAs are consistently met. Reviewing tickets to ensure accurate and sufficient information is recorded, facilitating smooth progression. Prioritising, managing, and monitoring ticket status to prevent delays. Investigating escalated tickets and recalls to address issues effectively. Ensuring timely updates in our ticket logging system and making courtesy calls to customers. Maintaining professional relationships with clients, addressing all inquiries promptly. Following company procedures to log and investigate complaints, collaborating with customers and Account Managers. Handling opportunities and sales leads in accordance with company policies. Monitoring ticket queues to ensure efficient flow and resolving any stalled tickets promptly. Highlighting issues to Service Desk Team Leads or the Manager in cases of complaints or SLA failures. Proactively reviewing and analysing statistics, reporting any areas of concern to the Service Desk Manager. Ensuring all interactions—internal and external—reflect professionalism and a positive customer service ethos. Identifying trends and recommending improvements for better working practices. Performing any other duties within the scope of the role as needed. What We’re Looking For: The ideal candidate will have: A background in a support desk environment. Proficiency with Microsoft Office applications. A genuine commitment to delivering first-class customer service. Excellent communication skills and a friendly telephone manner. Strong administrative experience; prior experience in a similar role is a plus. Understanding of telecom definitions is beneficial but not mandatory. Customer Service: ServiceNow: Preferred Additional Information Why Join Us? We are committed to fostering an inclusive and diverse workplace where all team members feel valued and empowered. If you're passionate about technology and eager to contribute to a growing cybersecurity team, we want to hear from you! At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team. Rewarding your commitment with an additional day of annual leave each year, up to a maximum of 28 days. Here’s a closer look at what we offer: Full-Time Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet. Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication. Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team. Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation. Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team [email protected] for more information. Join a fast-growing tech company with a clear mission, where you'll work in a supportive team environment, enjoy real opportunities for career progression, and help shape the future of UK business communications.

Responsibilities

As a Service Support Lead, you will oversee customer support tickets, ensuring prompt response times and successful resolutions. You will also focus on continuous improvement to enhance productivity and customer satisfaction.