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Service Desk Analyst
Company Description
Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
Since 2000, we’ve been keeping businesses connected.
At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.
Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
Service Desk Analyst – Birstall \ Wakefield Location: Birstall \ Wakefield Contract Type: Permanent, Full Time Working Pattern: 7.5-hour shift between 7am – 7pm
Job Description
Are you passionate about providing exceptional IT support and delivering a first-class customer experience? We are looking for a Service Desk Analyst to join our dynamic team, acting as the first point of contact for customers, partners, and suppliers. This role offers an exciting opportunity to:
- Develop your technical skills
- Work in a fast-paced environment
- Contribute to continuous service improvement
Key Responsibilities
- Provide outstanding IT support
- Manage incidents and service requests efficiently
- Ensure prompt resolution and excellent customer service
- Meet and exceed targets
- Work towards Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Strive for continuous improvement
- Communicate and collaborate
- Act as a key liaison between customers, suppliers, and internal teams
- Drive effective problem resolution
- Maintain data and knowledge management
- Keep accurate records
- Contribute to the knowledge base
- Improve data quality for better service delivery
- Develop and grow
- Expand your technical expertise
- Support first-time resolutions
- Play a key role in customer satisfaction
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Requirements for the Role
Essential Qualifications
- Strong communication skills
- Excellent written and verbal communication
- Ability to explain technical solutions in clear, simple terms to non-technical users
- Technical and analytical ability
- Experience using IT Service Management (ITSM) tools
- Strong problem-solving skills
- Logical approach to diagnosing technical issues
- Time management and adaptability
- Proven ability to prioritise tasks
- Work under pressure
- Adapt to changing situations while maintaining high customer service standards
- Teamwork and customer focus
- Collaborative approach
- Strong understanding of customer needs, IT environments, and service expectations
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Desirable Qualifications
- ITIL V3/4 Foundation certification
- Customer service accreditation (advantageous but not essential)
Benefits Package
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.
Core Offerings
- Office-Based Working
- Collaborative approach with team support
- Requires in-person teamwork and engagement at Wavenet
- Annual Leave
- Start with 25 days of leave, increasing by one day per year up to 28 days
- Flexible Working Hours
- Neutral approach; however, this role operates on 7.5-hour shifts (7am – 7pm)
Health & Wellbeing
- Private Medical Coverage
- Discounted Health Plans
- Virtual GP Access
- Eye Care Scheme
- Employee Assistance Programme (fully backed by our dedicated in-house Wellbeing Team)
Professional Development
- Wavenet Academy – Launch of User-Friendly LMS
- A Learning Management System (LMS) to enhance:
- Learning
- Training
- Personal development initiatives
- A Learning Management System (LMS) to enhance:
Ready to join the UK’s largest managed service provider?
Apply today or contact our Talent Acquisition Team for more information.
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