Service Desk Analyst

TN United Kingdom; Birstall; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a passionate Service Desk Analyst to join their dynamic team. This role offers an exciting opportunity to provide exceptional IT support while enhancing your technical skills in a fast-paced environment. You'll be the first point of contact for customers, partners, and suppliers, ensuring prompt resolution of incidents and service requests. With a focus on continuous improvement, you'll work towards meeting Service Level Agreements and Key Performance Indicators. Enjoy a supportive work culture that values your contributions and offers a hybrid working model, generous annual leave, and comprehensive health and wellbeing benefits.

Benefits

Hybrid Working

Annual Leave

Private Medical Coverage

Discounted Health Plans

Eye Care Scheme

Employee Assistance Programme

Qualifications

• Strong communication skills to explain technical solutions simply.
• Experience with ITSM tools and strong problem-solving abilities.

Responsibilities

• Provide outstanding IT support and manage incidents efficiently.
• Communicate effectively with customers and internal teams.

Skills

Communication Skills

Technical and Analytical Ability

Time Management

Teamwork

Customer Focus

Education

ITIL V3/4 Foundation

Customer Service Accreditation

Tools

IT Service Management (ITSM) tools

Job description

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• Working Pattern: 8.5-hour shifts scheduled between 8am and 6pm, Monday through Friday

Are you passionate about providing exceptional IT support and delivering a first-class customer experience? We are looking for a Service Desk Analyst to join our dynamic team, acting as the first point of contact for customers, partners, and suppliers. This role offers an exciting opportunity to develop your technical skills, work in a fast-paced environment, and contribute to continuous service improvement.

Key Responsibilities:

• Provide outstanding IT support – Manage incidents and service requests efficiently, ensuring prompt resolution and excellent customer service.
• Meet and exceed targets – Work towards Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), striving for continuous improvement.
• Communicate and collaborate – Act as a key liaison between customers, suppliers, and internal teams to drive effective problem resolution.
• Maintain data and knowledge management – Keep accurate records, contribute to the knowledge base, and improve data quality for better service delivery.
• Develop and grow – Expand your technical expertise, support first-time resolutions, and play a key role in enhancing customer satisfaction.

What’s on offer?

• Location: Birstall
• Contract Type: Permanent, Full Time
• Working Style: Hybrid
• Working Pattern: 8.5-hour shifts scheduled between 8am and 6pm, Monday through Friday

Qualifications:

Requirements for the Role:

• Strong communication skills – Excellent written and verbal communication, with the ability to explain technical solutions in clear, simple terms to non-technical users.
• Technical and analytical ability – Experience using IT Service Management (ITSM) tools, with strong problem-solving skills and a logical approach to diagnosing technical issues.
• Time management and adaptability – Proven ability to prioritise tasks, work under pressure, and adapt to changing situations while maintaining high customer service standards.
• 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:

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?

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