Senior Service Desk Analyst

Daisy Corporate Services Trading Limited; Birstall; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

A leading company is seeking a Senior Service Desk Analyst to enhance productivity by managing complex IT tickets and coaching team members. This role emphasizes excellent communication, problem-solving, and ITIL process understanding, promoting exceptional customer service and continuous improvement. The position offers significant benefits including generous leave and private medical coverage.

Benefits

Generous leave

Private medical coverage

Health plans

Wellbeing programs

Focus on work-life balance

Hybrid working options

Qualifications

• Experience in a Service Desk role with a desire to progress.
• Proven ability to meet SLAs and targets.
• Understanding of ITIL processes for Incident & Problem Management.

Responsibilities

• Supporting workload coordination to ensure effective incident management.
• Coaching and developing analysts to provide exceptional customer service.
• Ensuring incidents are categorized and resolved with excellent communication.

Skills

Problem-solving skills

Excellent communication skills

Strong planning and time management

Ability to explain technical solutions clearly

Proficiency with IT Service Management tools

Analytical skills

Education

Customer service accreditation

Job description

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Job Reference:

a075787ef707

Job Views:

13

Posted:

18.06.2025

Expiry Date:

02.08.2025

Job Description:

Job Description

Purpose of the role

The Senior Service Desk Analyst plays an integral role in enhancing the performance and productivity of Analysts, supporting team management and leadership. The role involves leveraging operational knowledge to improve skills, maintain quality, and enhance customer experience. It includes managing complex IT tickets, supporting escalations, and acting as a progression pathway for technical or managerial careers.

As ambassadors of service, we are Wavenet’s first contact with customers, partners, and suppliers. The role emphasizes delivering a best-in-class experience and continuous improvement for customers.

What you will be doing

• Supporting workload coordination and allocation across the team to ensure effective incident management and request fulfillment.
• Managing complex tickets and sharing knowledge through training and mentoring.
• Coaching and developing analysts to provide exceptional customer service.
• Providing training, support, and contributing to quality reviews.
• Supporting team objectives and promoting company values.
• Creating clear and effective high-level processes.
• Expanding knowledge to resolve tickets and escalate issues appropriately.
• Ensuring incidents and requests are properly categorized, prioritized, and resolved with excellent communication.
• Working to SLAs and KPIs, aiming to exceed them.
• Maintaining detailed and accurate ticket information throughout the incident lifecycle.
• Collaborating with third-party vendors and suppliers to drive resolution.
• Supporting first-time fix initiatives and data management improvements.
• Contributing to the departmental knowledge base.
• Performing other duties as appropriate.

Qualifications

What you need to have done already

• Experience in a Service Desk role with a desire to progress.
• Proven ability to meet SLAs and targets.
• Understanding of ITIL processes for Incident & Problem Management.
• Experience coaching and mentoring team members.

Skills you will need to excel

• Problem-solving skills with a broad perspective.
• Excellent communication skills.
• Strong planning and time management abilities.
• Ability to explain technical solutions clearly.
• Proficiency with IT Service Management tools.
• Ability to work under pressure and adapt to change.
• Questioning and lateral thinking skills.
• Quick understanding of client needs and industry.
• Strong analytical and problem-solving skills for service improvement.

Other qualifications

• Customer service accreditation (desirable).

Additional Information

Wavenet offers an exceptional environment with benefits including generous leave, private medical coverage, health plans, wellbeing programs, and a focus on work-life balance with hybrid working options. Starting with 25 days of leave, increasing annually up to 28 days.