IT Service Desk Analyst - Customer-Focused Support

wavenet; Newton Hill; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Private medical coverage

Annual leave 25–28 days

Eye care scheme

Wellbeing programme

Wavenet Academy

Job summary

Wavenet is seeking a Service Desk Analyst to join our Wakefield team as the first point of contact for customers, partners and suppliers. You will provide outstanding IT support, manage incidents and requests, and help drive service improvements in a fast-paced environment.

The role is permanent, full-time with 7.5-hour shifts between 8am and 6pm. We offer a generous benefits package including annual leave, private medical cover, and access to the Wavenet Academy to support your professional

Qualifications

• Strong communication skills for clear, user-friendly explanations to non-technical users.
• Technical and analytical ability to diagnose issues using ITSM tools.
• Proven time management to prioritise tasks and adapt to changing demands.
• Collaborative team player focused on delivering high-quality customer service.

Responsibilities

• Provide outstanding IT support and manage incidents and service requests.
• Meet and exceed SLAs and KPIs.
• Act as a liaison between customers, suppliers and internal teams to resolve issues.
• Maintain data accuracy and contribute to knowledge base improvements.
• Develop technical expertise and drive first-time resolutions to improve customer satisfaction.

Skills

Communication skills

Technical ability

Time management

Teamwork

Education

ITIL Foundation (Desirable)

Customer service accreditation (Desirable)

Tools

ITSM tools

Job description

Wavenet is seeking a Service Desk Analyst to join our Wakefield team as the first point of contact for customers, partners and suppliers. You will provide outstanding IT support, manage incidents and requests, and help drive service improvements in a fast-paced environment.

The role is permanent, full-time with 7.5-hour shifts between 8am and 6pm. We offer a generous benefits package including annual leave, private medical cover, and access to the Wavenet Academy to support your professional