Service Desk Analyst

wavenet; Newton Hill; On-site; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Annual leave up to 28 days

Private medical coverage

Discounted health plans

Eye care scheme

Wellbeing programme

Job summary

Wavenet, the UK’s leading managed service provider, seeks a Service Desk Analyst to be the frontline of our IT service. You will deliver high-quality support to customers, partners and suppliers from our Wakefield office, handling incidents, requests and ensuring swift resolutions.

Working 8.5-hour shifts between 7am and 7pm, Monday to Friday, you will focus on SLAs, ITIL processes and continuous improvement while collaborating with a close-knit team.

Qualifications

• Clear, professional communication to explain technical concepts.
• Solid analytical skills with ITSM experience.
• Ability to prioritise and manage shifting priorities.

Responsibilities

• Deliver top-tier support– handle incidents and service requests with focus on quick resolution and customer satisfaction.
• Meet performance goals– work towards SLAs and KPIs.
• Collaborate effectively– act as a link between customers, suppliers, and internal teams.
• Manage knowledge and data– maintain accurate records and contribute to knowledge base.
• Develop your skills– build technical expertise and contribute to first-time resolutions.

Skills

Strong communication

Technical problem-solving

Time management

Customer focus

Team player

Education

ITIL Foundation (desirable)

Tools

ServiceNow

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:Wakefield
Contract Type:Permanent, Full Time
Working Pattern:8.5hr shifts incl 1 hr lunch, scheduled between 7am and 7pm, Monday to Friday.
Salary:Competitive
Security Clearance Required– Applicantsmust have lived in the UK for 5 or more yearsto be eligible.

Are you passionate about delivering exceptional IT support and creating a seamless customer experience? We’re looking for aService Desk Analystto 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.

So, what are we looking for?

We want to be the UK’s go-to managed service provider. That’s where you come in. Ideally, you will have a logical mindset and enjoy puzzles. Good problem-solving skills are key to success in this role. Being resourceful will also serve you well as you may conduct your own research to solve some issues. Of course, being passionate about all things technical never hurts! This role is customer facing so, in addition to your technical abilities, you’ll naturally be a Customer Service Superstar.

You should also have:

• Proven success in customer-facing roles, delivering top-notch, timely services.
• IT Service Desk background, consistently meeting SLA targets.
• Proficient in ITIL processes for Incident and Problem management.
• Hands‑on experience with efficient IT Service Management tools.
• Expertise in ITSM, especially with ServiceNow.

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/V5 Foundation certification and/or customer service accreditation (preferred 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. Enjoydiscounted 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?