Service Desk Analyst

wavenet; Newton Hill; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Private medical coverage

Annual leave 25–28 days

Eye care scheme

Wellbeing programme

Wavenet Academy

Job summary

Wavenet is seeking a Service Desk Analyst to join our Wakefield team as the first point of contact for customers, partners and suppliers. You will provide outstanding IT support, manage incidents and requests, and help drive service improvements in a fast-paced environment.

The role is permanent, full-time with 7.5-hour shifts between 8am and 6pm. We offer a generous benefits package including annual leave, private medical cover, and access to the Wavenet Academy to support your professional

Qualifications

• Strong communication skills for clear, user-friendly explanations to non-technical users.
• Technical and analytical ability to diagnose issues using ITSM tools.
• Proven time management to prioritise tasks and adapt to changing demands.
• Collaborative team player focused on delivering high-quality customer service.

Responsibilities

• Provide outstanding IT support and manage incidents and service requests.
• Meet and exceed SLAs and KPIs.
• Act as a liaison between customers, suppliers and internal teams to resolve issues.
• Maintain data accuracy and contribute to knowledge base improvements.
• Develop technical expertise and drive first-time resolutions to improve customer satisfaction.

Skills

Communication skills

Technical ability

Time management

Teamwork

Education

ITIL Foundation (Desirable)

Customer service accreditation (Desirable)

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

What’s on offer?

• Location: Wakefield
• Contract Type: Permanent, Full Time
• Working Pattern: 7.5-hour shift between 8am - 6pm

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.

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:

• 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: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.
• 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.

We welcome applications from all sections of the community and would particularly encourage women to apply. Selection will be based on objective criteria and suitability for the role.

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