Service Desk Specialist

Responsibilities

• The Service Desk Specialist is a supportive role which is focussed on the technical expertise required to develop and enhance knowledge within service desk teams
• With 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 fulfillment 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
• 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 Key Performance Indicators (KPI) related to delivery of improved first‑time resolution by providing appropriate guidance and support to wider service desk teams
• Working to clear, Service Level Agreement (SLA) and Key Performance Indicator (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 analysing data with which to contribute to management information within the team, and products and services
• Supporting Service Desk Management with Quality Management and CSAT (Customer Satisfaction) activities
• Supporting Service Desk Management with escalation management and dissatisfaction issues
• Training and coaching Service Desk Analyst 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

• Strong analytical/problem solving abilities, especially in relation to continual service improvement
• Experience of working to, and consistently meeting, SLA’s and targets
• Ability to convey technical solutions to non‑technical individuals in clear and simple terms
• Leadership or management training or certification (desirable)
• ITIL Foundation v3/v4 (desirable)
• Must be able to quickly understand the client, their products, and their industry
• A questioning nature with the ability to think laterally to diagnose and resolve root causes of technical incidents
• Engaged with customers directly on a technical level, with an understanding of increased levels of technical triage
• Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations
• Proficient in utilising IT Service Management tools for recording, managing, and resolving Incidents and Service Requests
• Excellent written and verbal communication skills that can be diversified for different audiences
• Experience of coaching and mentoring team members or subordinates
• The desire to take ownership for the performance of others and play a valuable part in…