Service Desk Analyst

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

Overview

Join Our Team!

Are you passionate about delivering exceptional IT support and creating a first-class customer experience? We are excited to welcome a Service Desk Analyst to our dynamic team! In this vital role, you will serve as the first point of contact for customers, partners, and suppliers, providing you with an exciting opportunity to develop your technical skills, thrive in a fast-paced environment, and contribute to continuous service improvement.

Key Responsibilities

• Deliver Outstanding IT Support: Manage incidents and service requests efficiently, ensuring rapid resolution while maintaining excellent customer service.
• Achieve Excellence: Work towards Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), consistently striving for continuous improvement.
• Communicate and Collaborate: Act as a key liaison among customers, suppliers, and internal teams to facilitate effective problem resolution.
• Maintain Data Accuracy: Keep precise records, contribute to our knowledge base, and enhance data quality to support better service delivery.
• Grow and Develop: Expand your technical expertise, support first-time resolutions, and play a pivotal role in enhancing customer satisfaction.

Qualifications

Requirements for the Role :

• Strong Communication Skills: Excellent written and verbal communication abilities, with a knack for explaining technical solutions in clear, simple terms to non-technical users.
• Technical and Analytical Ability: Experience with IT Service Management (ITSM) tools and a strong problem-solving mindset to effectively diagnose and resolve technical issues.
• Time Management and Adaptability: Proven ability to prioritize tasks, work well under pressure, and adapt to evolving situations while upholding high standards of customer service.
• Teamwork and Customer Focus: A collaborative approach, with a strong understanding of customer needs, IT environments, and service expectations.

Desirable Qualifications :

• ITIL V3 / 4 Foundation and customer service accreditation are advantageous but not essential.

Additional Information

Join Us!

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team. Together, let’s drive innovation and excellence in Change & Release Management!

At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team.

What We Offer

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team [e-mail] for more information.