Service Desk Analyst: Craft Stellar IT Support

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, 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.