Senior Service Desk Advisor

This is a senior, hands-on technical role within the Willow Service Desk. The role sits within a flat team structure, and the person we appoint will operate as the senior technical analyst on the desk, leading by capability rather than by hierarchy.

The role holder will act as the senior point of resolution for complex incidents across our software platforms, media player estate, AV hardware and venue networks. They will be the person the wider team escalates to when a problem requires deeper diagnosis or experience.

The Service Desk supports live, revenue-generating entertainment systems in pubs, holiday parks and leisure venues. Downtime in these environments has a direct impact on customer revenue and on the operational reputation of our clients. The role requires the seriousness and professionalism that this context demands.

What you'll do

• Act as the senior point of resolution for complex 1st and 2nd line incidents
• Diagnose issues across Windows, remote support tooling, networking, hardware and third-party software
• Own incidents end to end, from first contact through to root cause and resolution
• Build and improve the runbooks, knowledge base articles and ticket templates that make the whole team faster
• Use AI tools (Claude, ChatGPT and others) for triage, drafting customer responses, ticket summarisation, knowledge base development and pattern analysis
• Lead the practical adoption of AI tooling across the Service Desk, in line with Willow and Stage Electrics Group strategy
• Lead PC and media player build, imaging and configuration to a consistent, documented standard
• Communicate clearly and professionally with clients by phone, ticket and email, including during live incidents
• Participate in the out-of-hours support rota (with paid uplift) and provide senior technical backup to colleagues during those shifts

Do you have experience in Communication skills?, * Strong technical depth across Windows, networking, remote support tooling and hardware diagnostics, with the ability to work through unfamiliar problems methodically.

• Practical experience using AI tools as part of your day-to-day work. This is a requirement, not a nice-to-have.
• A track record of taking ownership of incidents through to resolution.
• Confident written and verbal communication, including handling customer phone calls and writing clear ticket updates under time pressure.
• A calm, professional manner when dealing with live incidents that are affecting customer operations.
• Evidence of having improved technical practice, documentation or processes in a previous team or role.

Pulled from the full job description

• Sick pay
• Employee assistance programme
• Company pension
• Paid volunteer time, * £32,000 - £35,000 per year depending on experience, plus paid out-of-hours rota uplift
• Company bonus scheme
• Company-paid health care cash plan and Employee Assistance Programme
• A paid Giving Back day each year to volunteer in your community
• RewardHub discount platform for everyday shopping, electronics and holidays
• Company pension and sick pay
• 20 days holiday plus bank holidays
• A real say in how the Service Desk operates and which tools the team uses
• Part of the Stage Electrics Group, with colleagues across multiple divisions and the scale to support real career progression

Willow Communications, part of Stage Electrics Group, designs, installs and supports entertainment and AV technology for some of the UK's best-known leisure and hospitality brands. Our software platforms and media player estate run in venues across the country every day. Willow is an AI-first business. We are investing seriously in AI-led ways of working, and the Service Desk is one of the places that investment matters most.