Job Description
* Contract Type: Permanent, Full Time
* Working Pattern: 7.5-hour shift between 7am – 6pm
What You’ll Be Doing
* Lead & Support – Coach and develop analysts to ensure a consistently outstanding customer experience.
* Problem-Solve – Manage complex IT tickets, escalations, and customer complaints with expertise.
* Drive Service Improvements – Identify and implement process enhancements to increase efficiency and team skillsets.
* Own Performance – Coordinate workloads, ensuring incidents and requests are handled effectively in line with SLAs/KPIs.
* Collaborate – Work with internal teams, vendors, and third-party suppliers to streamline resolutions and improve service delivery.
Qualifications
We’re seeking a motivated and experienced Senior Service Desk Analyst with a proven track record in high-performance service desk environments. You should have a passion for personal development and a desire to progress your career within IT support.
What We’re Looking For
* Proven experience in a Service Desk role, consistently meeting SLAs and performance targets.
* Strong understanding of ITIL processes for Incident & Problem Management.
* Experience coaching and mentoring team members to enhance their performance.
Skills You Will Need to Excel
* Ability to approach problems creatively and think strategically to deliver effective solutions.
* Excellent communication skills, both written and verbal.
* Strong time management and planning skills with a keen eye for detail.
* Ability to explain complex technical issues in simple terms to non-technical individuals.
* Proficiency with IT Service Management tools to record, manage, and resolve incidents.
* Ability to remain calm under pressure and adapt to changing situations.
* Strong problem-solving and analytical abilities, with a focus on continual service improvement.
Other Qualifications
* Customer service or experience accreditation/certification (Desirable).
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:
* 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.
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