Service Desk Specialist

Job Description

Purpose of the role

The Service Desk Specialist is a supportive role which is focused on the technical expertise required to develop and enhance knowledge within service desk teams. With a key focus on complex tickets and ensuring knowledge transfer as part of the continuous development activity required to provide a best‑in‑class service to our customers, the role will support technical training, knowledge article production and innovative drive to deliver technical improvement, in line with good customer experience to support first‑time resolution and fulfilment activity.

The Service Desk Specialist will also be required to get involved in integration of new products and services and work cross‑functionally to drive business improvements across both service and operations.

As ambassadors of service, we are Wavenet’s first line of communication and contact with customers, partners and suppliers meaning this role must exemplify our aims to delight customers, be ambitious in our work and support self‑development, and development of others. Above all else, this role focuses on delivery of best‑in‑class experience and a continual drive to achieve better things for our customers in every interaction.

What you will be doing

• Management and ownership of more complex and technical tickets within first‑line Service Desks
• Ensuring all incidents and service requests are successfully and accurately identified, categorized, prioritized, diagnosed and effectively resolved whilst delivering excellent and clear communication
• Specific KPI related to delivery of improved first‑time resolution by providing appropriate guidance and support to wider service desk teams
• Working to clear SLA and KPI where possible aiming to exceed them with personal and team‑based goals
• Collaboration across the business, and third parties to generate collateral to support technical skills growth, working with technical teams to identify key demarcation points on incidents and service requests
• Providing technical assistance to support colleagues, team, and other business functions
• Taking ownership for work streams and activity to deliver continual service improvement opportunities
• Identifying, owning, and escalating operational risks and issues
• Collecting and analyzing data with which to contribute to management information within the team, and products and services
• Supporting Service Desk Management with quality management and CSAT activities
• Supporting Service Desk Management with escalation management and dissatisfaction issues
• Training and coaching Service Desk Analysts and Senior Service Desk Analysts
• Attend and contribute within both internal and customer‑facing meetings, when required
• Create and maintain high‑level processes which are clear, definitive, and effective in their purpose
• Providing support to the Service Desk Team Leader/Manager where necessary to support team and function objectives, and instilling company visions and values

What success looks like in this role

• Customer Satisfaction:
  The primary focus is to support the growth of technical capabilities within the team that support and compliment efforts to deliver a customer‑centric culture that emphasizes personalized service, timely responses, and effective resolution of customer issues
• Attained Targets & KPIs:
  An essential measure of success is achieving individual and team targets and KPIs, supporting contribution to business and customers, ensuring we meet our customer and business obligations
• Continual Service Improvement:
  Striving to identify and eradicate flows within process, practice and systems that reduce levels of satisfaction, and improve operational performance. Risks and issues are detailed within the Continuous Service Improvement or Risk Register
• Coaching & Development:
  Delivering insightful sessions, whether in groups, one‑to‑one or other platforms, increasing the capabilities of the Service Desk and supporting career progression. Managing knowledge to keep new collateral well‑maintained and reviewed
• Quality Management:
  Delivering timely, well‑constructed feedback to help team members understand areas of development and own performance
• An ambassador for…