Senior Service Desk Analyst

wavenet; Stretford; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave

Private health & wellbeing package

Job summary

Wavenet in Manchester is seeking a Senior Service Desk Analyst to join our IT support team, driving performance and delivering exceptional service to customers.

You will coach analysts, manage complex tickets, and collaborate with internal teams and vendors to improve service delivery. A passion for personal development and ITIL knowledge are essential to progress your career with us.

Qualifications

• Proven experience in a Service Desk role with SLAs.
• Strong understanding of ITIL Incident & Problem Management.
• Experience coaching and mentoring team members to improve performance.

Responsibilities

• Lead & coach analysts to deliver outstanding customer experience.
• Manage complex IT tickets and escalations with a focus on resolving issues quickly.
• Identify and implement process improvements to increase efficiency and skills.
• Coordinate workloads to ensure incidents/requests meet SLAs/KPIs.
• Collaborate with internal teams, vendors, and third-party suppliers to improve service delivery.

Skills

ITIL knowledge

Incident management

Problem management

Coaching/mentoring

Communication

Time management

Analytical thinking

Education

Relevant ITIL/Service Desk certification

Tools

ITSM tools

Job 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 anextension of your business, and always delivering on our promise to make their business brilliant.

Job Description

• Location: Manchester
• Contract Type: Permanent, Full Time
• Working Pattern: 7.5-hour shift between 7am – 7pm

Are you ready to take your IT career to the next level? As a Senior Service Desk Analyst, you’ll be integral to our IT support team, driving performance, mentoring colleagues, and delivering exceptional service to our customers.

What You’ll Be Doing:

• Lead & Support – Coach and develop analysts to ensure a consistently outstanding customer experience.
• Problem-Solve – Manage complex IT tickets, escalations, and customer complaints with expertise.
• Drive Service Improvements – Identify and implement process enhancements to increase efficiency and team skillsets.
• Own Performance – Coordinate workloads, ensuring incidents and requests are handled effectively in line with SLAs/KPIs.
• Collaborate – Work with internal teams, vendors, and third-party suppliers to streamline resolutions and improve service delivery.

Qualifications

What We’re Looking For:

We’re seeking a motivated and experienced Senior Service Desk Analyst with a proven track record in high-performance service desk environments. You should have a passion for personal development and a desire to progress your career within IT support.

What You Need to Have Done Already:

• Proven experience in a Service Desk role, consistently meeting SLAs and performance targets.
• Strong understanding of ITIL processes for Incident & Problem Management.
• Experience coaching and mentoring team members to enhance their performance.

Skills You Will Need to Excel:

• Ability to approach problems creatively and think strategically to deliver effective solutions.
• Excellent communication skills, both written and verbal.
• Strong time management and planning skills with a keen eye for detail.
• Ability to explain complex technical issues in simple terms to non-technical individuals.
• Proficiency with IT Service Management tools to record, manage, and resolve incidents.
• Ability to remain calm under pressure and adapt to changing situations.
• Strong problem-solving and analytical abilities, with a focus on continual service improvement.

Other Qualifications:

• Customer service or experience accreditation/certification (Desirable).

Additional Information

Additional Information

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. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Hybrid Working:Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
• Annual Leave:Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing:Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider?