IT Customer Service Advisor, Wavenet
£22.9-27k
Managed service and security provider
Job no longer available
Managed service and security provider
1001+ employees
Job no longer available
£22.9-27k
1001+ employees
Company mission
To provide simple, secure solutions to real business challenges.
Role
Who you are
- You will have a minimum 2-3 years’ experience working in Cloud/Software Support role or Senior Service Desk role preferably in a Service Provider environment
- Good experience supporting online applications
- Good working knowledge of internet and email
- Good Microsoft word
- Ability to demonstrate strong communication skills explaining technical solutions in a non-technical manner
- Good documentation skills and ability to share knowledge / experience with colleagues
- Excellent Written and Verbal skills
- Capability and understanding of problem management & change management
- Knowledge and understanding of OLA’s, SLA’s and KPI’s
- Documentation skills
- Security clearance (SC) or the ability to obtain this level of clearance is mandatory
What the job involves
- An IT Customer/Application Service Advisor is required to work on one of Daisy’s applications; ‘Shadow-Planner’. An online business continuity tool used by BC experts. No prior Shadow-Planner or BC knowledge is required as full training is provided
- You will act as the first point of contact for all clients, and you will be responsible for managing support calls and emails from assignment to closure
- Provide first line support to both internal and external users
- Respond to customer requests in line with agreed SLA targets
- Interact with customers and internal people at all levels within the organisation
- Build and maintain good relationships with colleagues and customers
- Manage calls from accurately logging into our internal system
- Facilitate the implementation of new organisation by entering data either manually or via an automated import routine
- Test all new software features and investigate potential customer issues
- Guide and provide assistance to the customers on the functionality of our application
Application process
- Once you have applied online and have been shortlisted, our recruitment team will be in touch with you to arrange an interview and answer any questions you may have
- This could be a face-to-face or a remote interview. The application process varies depending on the role and the level of experience needed
Our take
Wavenet is one of the UK;s leading manged service providers, offering businesses everything from cloud and cybersecurity solutions to telecoms and intelligent networking. With over 22,000 customers, its helping organisations stay connected and ready for the future.
Following its merger with Daisy Corporate Services, Wavenet is now the UK's largest managed service providers (not to mention, it's also been named one of the UK's Best Workplaces in Tech). This coupled with strong partnerships puts the company in a very promising position for the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Aug 2015
$51.5m
GROWTH EQUITY VC
Total funding: $51.5m
Company benefits
- Hybrid working
- Electric car scheme
- 25 days' holiday: 28 days after three years of service
- Referral bonus
- Employee assistance programme
- Cycle-to-work scheme
- Company pension scheme
- Enhanced maternity and paternity pay
- Benefits platform: With exclusive discounts and offers
- Living wage employer
Company HQ
Blythe Valley Park, Solihull, UK
Leadership
Philip Grannum
(CEO)Initially joined the Wavenet team as CCO in 2018 and became CEO in 2024. Previously an Executive VP of UK at Interoute, an EMEA Managing Director of Cloud, Security & UC Services at Easynet Group, Director of Cloud & Managed Services at SCC, and CEO at Thus.
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