Job Description
What’s on offer?
1. Location: Birstall
2. Salary: £23,000 - £25,000
3. Contract Type: Permanent, Full Time
4. Working Style: Hybrid
5. Working Pattern: 8.5-hour shifts scheduled between 7am and 7pm, 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:
6. Provide outstanding IT support – Manage incidents and service requests efficiently, ensuring prompt resolution and excellent customer service.
7. Meet and exceed targets – Work towards Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), striving for continuous improvement.
8. Communicate and collaborate – Act as a key liaison between customers, suppliers, and internal teams to drive effective problem resolution.
9. Maintain data and knowledge management – Keep accurate records, contribute to the knowledge base, and improve data quality for better service delivery.
10. 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
11. Strong communication skills – Excellent written and verbal communication, with the ability to explain technical solutions in clear, simple terms to non-technical users.
12. Technical and analytical ability – Experience using IT Service Management (ITSM) tools, with strong problem-solving skills and a logical approach to diagnosing technical issues.
13. Time management and adaptability – Proven ability to prioritise tasks, work under pressure, and adapt to changing situations while maintaining high customer service standards.
14. Teamwork and customer focus – A collaborative approach with a strong understanding of customer needs, IT environments, and service expectations.
15. Desirable qualifications – ITIL V3/4 Foundation and customer service accreditation are advantageous but not essential.
Additional Information
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:
16. 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.
17. 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.
18. 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.