Service Desk Analyst - IT Support & Customer Experience

Wavenet; Wakefield; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days annual leave

Private medical coverage

Eye care scheme

Wellbeing program

Wavenet Academy

Job summary

Wavenet in Wakefield is seeking a Service Desk Analyst to be the first point of contact for customers, partners and suppliers. You will resolve incidents, manage service requests and contribute to continuous service improvement.

You will work a 7.5-hour shift between 8am and 6pm in a collaborative, office-based environment, developing your technical skills while delivering a first-class customer experience.

Qualifications

• Strong communication to explain technical solutions to non-technical users.
• Experience using ITSM tools with good problem-solving skills.
• Ability to prioritise tasks, work under pressure and adapt to changing needs.
• Collaborative approach with customers, suppliers and internal teams to resolve issues.
• Customer-focused mindset with a drive to meet SLAs and KPIs.

Responsibilities

• Provide outstanding IT support – manage incidents and service requests with prompt resolution and excellent service.
• Meet and exceed targets – work towards SLAs and KPIs, driving continuous improvement.
• Communicate and collaborate – act as a liaison between customers, suppliers and internal teams for effective resolution.
• Maintain data and knowledge management – keep records, contribute to knowledge base, improve data quality.
• Develop and grow – expand technical expertise and support first-time resolutions to enhance satisfaction.

Skills

Strong communication

ITSM tools

Time management

Teamwork

Customer focus

ITIL

Job description

Wavenet in Wakefield is seeking a Service Desk Analyst to be the first point of contact for customers, partners and suppliers. You will resolve incidents, manage service requests and contribute to continuous service improvement.

You will work a 7.5-hour shift between 8am and 6pm in a collaborative, office-based environment, developing your technical skills while delivering a first-class customer experience.