In-Office IT Service Desk Analyst – Growth & Benefits

wavenet; Birstall; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading managed service provider in the UK is seeking a Service Desk Analyst. In this role, you'll provide exceptional IT support as the first point of contact for customers, managing incidents and service requests. Your responsibilities include maintaining high standards of communication, data accuracy, and support for customer satisfaction. Strong communication and problem-solving skills are essential, along with experience in IT Service Management tools. This position offers a competitive starting annual leave and numerous health and wellbeing benefits.

Benefits

25 days annual leave, increasing to 28 days

Private medical coverage

Discounted health plans

Eye care scheme

Comprehensive employee assistance program

Qualifications

• Experience with ITSM tools and strong problem-solving skills.
• Excellent written and verbal communication for non-technical users.
• Ability to prioritize and work under pressure effectively.

Responsibilities

• Manage incidents and service requests ensuring rapid resolution.
• Work towards SLAs and KPIs to maintain service excellence.
• Act as a liaison among customers, suppliers, and internal teams.
• Maintain data accuracy and contribute to the knowledge base.
• Expand technical expertise and support first-time resolutions.

Skills

Strong Communication Skills

Technical and Analytical Ability

Time Management and Adaptability

Teamwork and Customer Focus

Education

ITIL V3 / 4 Foundation

Tools

IT Service Management (ITSM) tools

Job description

A leading managed service provider in the UK is seeking a Service Desk Analyst. In this role, you'll provide exceptional IT support as the first point of contact for customers, managing incidents and service requests. Your responsibilities include maintaining high standards of communication, data accuracy, and support for customer satisfaction. Strong communication and problem-solving skills are essential, along with experience in IT Service Management tools. This position offers a competitive starting annual leave and numerous health and wellbeing benefits.