Office-Based Service Desk Analyst — Grow in IT Support

Wavenet; Wakefield; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Annual leave up to 28 days

Private medical coverage

Discounted health plans

Eye care scheme

Wellbeing programmes

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 work towards SLAs and KPIs while collaborating with internal teams to drive effective problem resolution.

The role offers a 7.5-hour shift between 8am-6pm in a permanent, full-time capacity, with additional opportunities to develop your technical skills and contribute to continuous service

Qualifications

• Strong communication skills to explain technical solutions to non-technical users.
• Experience using IT Service Management (ITSM) tools.
• Problem-solving with a logical approach to diagnosing issues.
• Ability to prioritise tasks and adapt to changing situations.
• ITIL V3/4 Foundation and customer service accreditation are advantageous.

Responsibilities

• Provide outstanding IT support and resolve incidents quickly.
• Meet and exceed targets via SLAs and KPIs.
• Communicate and collaborate with customers, suppliers, and internal teams.
• Maintain data and knowledge management and contribute to the knowledge base.
• Develop and grow technical expertise and improve first-time resolution.

Skills

Communication skills

ITSM experience

Time management

Teamwork & customer focus

Education

ITIL Foundation (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 work towards SLAs and KPIs while collaborating with internal teams to drive effective problem resolution.

The role offers a 7.5-hour shift between 8am-6pm in a permanent, full-time capacity, with additional opportunities to develop your technical skills and contribute to continuous service