Company Overview
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 kept businesses connected and continue to strive to make their future‑proof. Customer success is our success; we go the extra mile to provide superior service quality and an unparalleled customer experience.
Job Overview
* Location: Birstall
* Salary: Competitive
* Contract Type: Permanent, Full Time
* Working Pattern: 7.5‑hour shift between 7am – 6pm
As a Senior Service Desk Analyst, you’ll be integral to our IT support team, driving performance, mentoring colleagues, and delivering exceptional service to our customers.
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 You Need to Have Done Already
* 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 (Desirable)
* ITIL Foundation v3/v4
* Customer service or experience accreditation/certification
Benefits
At Wavenet, we offer an exceptional environment and a wide range of benefits to support your success from day one.
* Annual Leave – Begin with 25 days, increasing by one day per year up to 28 days.
* Health & Wellbeing – Private medical coverage, discounted health plans, virtual GP access, eye care scheme, comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
How to Apply
Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.
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