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Service Desk AnalystReady to make your application Please do read through the description at least once before clicking on Apply.YOUR NEXT JOB!What were all about:Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity!But were more than that. Our mission? To make IoT management a breeze for any device, anywhere. With over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.Innovation is in our DNA, and we have an insatiable hunger to wow! While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities. IoT a fancy acronym or a secret code?The Internet of Things (IoT) is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhereeven if you dont realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.Draw Them In (Role Overview): As a Service Desk Analyst at Wireless Logic, you'll be at the heart of our operations, ensuring our customers receive top-notch support and their connectivity solutions run smoothly. This role is crucial in maintaining our reputation for stellar service and plays a key part in supporting our continued growth within the dynamic world of IoT. You will be part of a busy Service Desk team, reporting to the Service Desk Manager, and will work closely with colleagues, suppliers, industry specialists, and 3rd party service providers. Your ability to collaborate effectively and build strong relationships will be essential to your success.Your Daily Quest (Key Responsibilities): Provide 2nd line support for diagnosing and resolving connectivity problems/issues.Process tasks related to SIM card operations, including activations and changes.Manage change of ownership and tariff change requests.Handle call overflows, administration, and logging phone calls/chats, and triage queries using Zendesk.Ensure our M2M SIM provisioning system (SIMPro) is accurate and up-to-date, managing dispatches, activations, cancellations, and suspensions.Liaise with networks to troubleshoot and diagnose faults.Review fail out reporting from internal API activities and daily dashboard reporting to prioritize tasks effectively.Proactively communicate with customers to resolve issues and ensure tickets are routed to the correct team.The Secret Sauce (Key Experience & Skills):What do you think this person needs to absolutely smash this role? These are the qualifications, skills, and traits were after:Experience: A minimum of 1 years experience within a Customer Service role, with exposure to complex customer procedures, preferably in a Service Desk environment.CRM Systems: Proven experience supporting customer requirements via omnichannel CRM systems.Industry Knowledge: Previous experience operating within a business with large contracts in the services/telecommunications industry is highly advantageous.Technical Skills: Proficiency in Microsoft Excel, PowerPoint, and Word.Problem-Solving Skills: Ability to thrive in a fast-paced environment and a natural problem-solver.What Will Make You Shine At Wireless Logic (Behaviours & Culture) : Enthusiasm and a logical, proactive approach to problem-solving.Confidence in transferring knowledge to customers and colleagues.Ability to thrive in a fast-paced environment.A positive, can-do attitude thats infectious.Excellent verbal and written communication skills.Exceptional attention to detail, with strong organizational and time-management skills.Ability to work unsupervised and on own initiative.A collaborative team player, personable and able to operate effectively at all levels.Accountability and professionalism.Resilience to roll with the punches.Your Objectives for the Year: 2-3 key objectives for a job, you want them to be clear, meaningful, and actionable. Think of them as the big-ticket items the person will focus on to make an impact, keep it simple but exciting. What are the priorities that you know about? For example:1) Maintain a customer satisfaction (CSAT) score of 95% or higher for all resolved tickets.2) Reduce the average ticket resolution time by 15% through process improvements and enhanced knowledge sharing.3) Proactively identify and resolve recurring customer issues to minimize escalations and improve overall service quality.Why Come Work With Us?Heres why were confident youll love being part of our team: The chance to join a creative, entrepreneurial company where bold ideas are celebrated. Full training, ongoing support, and the tools to help you thrive and grow in your role. Were a company with heart. We genuinely care about our people and make sure everyone feels valued, respected, and part of the family.For UK: Benefits Of Being Part Of The Team: 25 days holidayBuy up to 5 days additional holidayBirthday Day offEnhanced Maternity/Paternity LeaveGroup Company Pension Scheme Private Medical Insurance Discounted Gym membership at over 3000 Gyms Dental cover Optical coverCompany Sick Pay SchemeCycle to work schemeOnsite parking Onsite gymAccess to a variety of online discounts on major retailersEmployee assistance programOk, I'm Interested, Whats Next?Thank you so much for your interest in Wireless Logic Group, we appreciate the time and emotion that goes into an application. We will review all applications within five working days and be in touch with those who have been shortlisted to the next stage. Unfortunately, due to volume we are not able to get back to everyone individually so if you have not heard back from us unfortunately you have not been successful on this occasion but would love to stay in touch for future opportunities. Overview of interview process at Wireless Logic: Tele Interview Meet the people team1st Interview (Virtual) - Meet your manager 2nd Stage (Face to Face)- Meet your peersFinal Stage (Virtual / Face to Face)- Meet our leadershipIf you require reasonable accommodation during the application and selection process, please let us know. We will work together to best meet your needs.How we work?We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.Wireless Logic unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the worlds diverse voices both internally and externally to ensure success in our mission.By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us and we will respond to your query as soon as possible.