Service Desk Analyst

wavenet; Birstall; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading managed service provider in Birstall is seeking a Service Desk Analyst to deliver exceptional IT support and improve customer experience. This hybrid role requires strong communication and technical problem-solving skills, with a focus on resolving issues efficiently. Enjoy a supportive work environment with benefits including generous leave, private medical coverage, and more.

Benefits

Generous starting annual leave allowance

Private medical coverage

Discounted health plans

Comprehensive health and wellbeing programs

Qualifications

• Clear and professional verbal and written communication.
• Solid analytical skills with ITSM experience.
• Ability to prioritise and stay calm under pressure.

Responsibilities

• Handle incidents and service requests efficiently.
• Work towards SLAs and KPIs.
• Maintain accurate records and contribute to knowledge base.

Skills

Strong communication skills

Technical problem-solving

Time management

Team player with customer focus

Education

ITIL V3/V4 Foundation certification

Tools

IT Service Management (ITSM) tools

Job description

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Location: Birstall (Hybrid Working)
Contract Type: Permanent, Full Time
Working Pattern: 8.5-hour shifts scheduled between 7am and 7pm, Monday to Friday
Salary: Competitive
Security Clearance Required – Applicants must have lived in the UK for 5 or more years to be eligible.

Are you passionate about delivering exceptional IT support and creating a seamless customer experience? We’re looking for a Service Desk Analyst to be the frontline of our IT service, providing high-quality support to our customers, partners, and suppliers.

This is an exciting opportunity to grow your technical skills in a fast-paced, collaborative environment while playing a key role in improving our IT services.

What You’ll Be Doing

• Delivering top-tier support – Handle incidents and service requests efficiently with a focus on quick resolution and customer satisfaction.
• Meeting performance goals – Work towards Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Collaborating effectively – Serve as a vital link between customers, suppliers, and internal teams to resolve issues.
• Managing knowledge and data – Maintain accurate records and contribute to a growing knowledge base.
• Developing your skills – Build technical expertise and contribute to first-time resolutions and customer satisfaction improvements.

Job Description

Location: Birstall (Hybrid Working)
Contract Type: Permanent, Full Time
Working Pattern: 8.5-hour shifts scheduled between 7am and 7pm, Monday to Friday
Salary: Competitive
Security Clearance Required – Applicants must have lived in the UK for 5 or more years to be eligible.

Are you passionate about delivering exceptional IT support and creating a seamless customer experience? We’re looking for a Service Desk Analyst to be the frontline of our IT service, providing high-quality support to our customers, partners, and suppliers.

This is an exciting opportunity to grow your technical skills in a fast-paced, collaborative environment while playing a key role in improving our IT services.

What You’ll Be Doing

• Delivering top-tier support – Handle incidents and service requests efficiently with a focus on quick resolution and customer satisfaction.
• Meeting performance goals – Work towards Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Collaborating effectively – Serve as a vital link between customers, suppliers, and internal teams to resolve issues.
• Managing knowledge and data – Maintain accurate records and contribute to a growing knowledge base.
• Developing your skills – Build technical expertise and contribute to first-time resolutions and customer satisfaction improvements.

Qualifications

What We’re Looking For

• Strong communication skills – Clear and professional verbal and written communication, with the ability to explain technical concepts to non-technical users.
• Technical problem-solving – Solid analytical skills with experience using IT Service Management (ITSM) tools.
• Time management – Ability to prioritise effectively, stay calm under pressure, and adapt to shifting priorities.
• Team player with customer focus – A collaborative mindset and deep understanding of customer needs within IT service environments.
• Desirable – ITIL V3/V4 Foundation certification and/or customer service accreditation (preferred but not essential).

Important Requirement

Due to the nature of the role, a full security clearance is required. Candidates must have lived in the UK continuously for at least 5 years to be considered.

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: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• 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?

Apply today or contact our friendly Talent Acquisition Team for more information.