What does a day look like for you here?
In this role, you’ll be at the forefront of delivering exceptional support for mobile application software and infrastructure, taking charge of incident resolution and service requests. You’ll quickly assess, triage, and resolve issues, ensuring customer tickets are managed with precision and priority. With a focus on providing outstanding service, you’ll go above and beyond to meet and exceed SLAs and KPIs, while maintaining clear and effective communication with customers. As the go-to person for mobile queries, you’ll take full ownership, collaborating with internal teams and third-party suppliers to ensure seamless resolutions and continuous service improvement. Building strong relationships with both customers and colleagues is key, while also contributing to the knowledge base and keeping an eye out for potential security risks. Your role will be pivotal in driving customer satisfaction and loyalty, all within a fast-paced, dynamic environment.
So, what are we looking for?
At Wavenet, our vision is to empower businesses through innovative technology solutions, providing exceptional service and support that helps our clients grow and succeed. That’s where you come in. We are looking for someone who has the following key qualities:
1. Customer-Facing Experience: Proven ability to deliver high-quality, time-critical service in a mobile support desk role within a corporate environment, consistently meeting Service Level Agreements (SLAs) and targets.
2. Technical Expertise: Strong understanding of ITIL processes for mobile Incident & Request management, with experience using IT Service Management tools to manage and resolve issues.
3. Communication & Problem-Solving Skills: Excellent written and verbal communication skills, with the ability to clearly explain technical issues to non-technical audiences, and strong problem-solving abilities to diagnose and resolve issues.
4. Adaptability & Teamwork: Flexible and adaptable to changing technologies, with the ability to work independently and as part of a team to meet customer expectations and business needs.
5. Analytical & Organisational Skills: Strong analytical skills for identifying root causes and driving continual service improvement, along with excellent time-management and planning capabilities in a fast-paced environment.
Did we mention the perks?
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.
We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
Ready to join the UK’s largest managed service provider?
Apply today or contact our friendly Talent Acquisition Team for more information.
