Service Desk Engineer

• Salary:                    
• Contract Type:        Permanent Full Time 
• Hours:                     37.5 hrs per week
• Working Pattern:     7.5 hours per day between 08:00 18:00 (Mon Fri)

Wavenet is looking for a Service Desk Engineer to provide highquality support for incident resolution and service requests. This role is integral to ensuring a bestinclass customer experience exceeding expectations and driving continuous service improvements.

As a key member of our service team you will take full ownership of incidents and service requests ensuring they are effectively diagnosed categorised prioritised and resolved in line with agreed SLA and KPI targets. You will also work closely with internal and external teams including 3rd party suppliers to ensure timely and effective issue resolution.

Key Responsibilities:

• Provide technical support for incidents and service requests ensuring a high level of customer satisfaction.
• Log track and categorise incidents accurately in the call logging system.
• Take full ownership of tickets proactively managing escalations where necessary.
• Ensure clear communication and regular updates to customers in line with SLAs.
• Deliver firsttime fix resolutions wherever possible meeting KPI targets.
• Liaise with 3rd party suppliers and escalate to resolver teams when needed.
• Provide HPi updates for P2 tickets and support the Major Incident team for P1 tickets.
• Contribute to knowledge base documentation and continuous service improvement.
• Manage IT assets stock and equipment ensuring effective deployment and disposal.
• Conduct hardware repairs for nonwarranty desktop/laptop devices.

Qualifications :

Are you an experienced Service Desk professional looking for your next challenge Were seeking a proactive and customerfocused individual to join our team.

What Youll Bring:

• At least 2 years of experience in a Service Desk role performing a wide range of IT support tasks.
• A strong understanding of computer hardware and software with the ability to troubleshoot effectively.
• The ability to work autonomously managing a high workload in a fastpaced environment.

Key Skills & Experience:

• Previous customerfacing IT support experience delivering highquality timesensitive service.
• Experience working in an IT Service Desk within a complex organization.
• Strong knowledge of ITIL processes for Incident & Problem Management.
• Proven ability to meet Service Level Agreements (SLAs) and targets.
• Skilled in using IT Service Management tools (e.g. ServiceNow) for logging and resolving incidents.
• Excellent written and verbal communication with the ability to explain technical issues to nontechnical users.
• Strong problemsolving and analytical skills with a focus on continual service improvement.
• A team player who is friendly adaptable and serviceoriented.

Additional Qualifications (Preferred but Not Essential):

• Microsoft M365 certifications
• BSc degree in a relevant field
• ITIL V4 certification

If you thrive in a dynamic environment and are passionate about delivering outstanding IT support wed love to hear from you!

Additional Information :

Additional Information

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 youll 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 inhouse Wellbeing Team.

We believe in a strong worklife balance rewarding your commitment with an additional day of annual leave each year reaching up to 28 days. Heres a closer look at what we offer:

• Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and officebased 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 UKs largest managed service provider 

Apply today or contact our friendly Talent Acquisition Team for more information.

Remote Work :

No

Employment Type :

Fulltime