Service Support Lead, Wavenet
Managed service and security provider
Be an early applicant
Managed service and security provider
1001+ employees
Be an early applicant
1001+ employees
Company mission
To provide simple, secure solutions to real business challenges.
Role
Who you are
- 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
What the job involves
- 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
- 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
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
$52.1m
GROWTH EQUITY VC
Total funding: $52.1m
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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