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Job Reference:
a075787ef707
Job Views:
13
Posted:
18.06.2025
Expiry Date:
02.08.2025
Job Description:
Job Description
Purpose of the role
The Senior Service Desk Analyst plays an integral role in enhancing the performance and productivity of Analysts, supporting team management and leadership. The role involves leveraging operational knowledge to improve skills, maintain quality, and enhance customer experience. It includes managing complex IT tickets, supporting escalations, and acting as a progression pathway for technical or managerial careers.
As ambassadors of service, we are Wavenet’s first contact with customers, partners, and suppliers. The role emphasizes delivering a best-in-class experience and continuous improvement for customers.
What you will be doing
* Supporting workload coordination and allocation across the team to ensure effective incident management and request fulfillment.
* Managing complex tickets and sharing knowledge through training and mentoring.
* Coaching and developing analysts to provide exceptional customer service.
* Providing training, support, and contributing to quality reviews.
* Supporting team objectives and promoting company values.
* Creating clear and effective high-level processes.
* Expanding knowledge to resolve tickets and escalate issues appropriately.
* Ensuring incidents and requests are properly categorized, prioritized, and resolved with excellent communication.
* Working to SLAs and KPIs, aiming to exceed them.
* Maintaining detailed and accurate ticket information throughout the incident lifecycle.
* Collaborating with third-party vendors and suppliers to drive resolution.
* Supporting first-time fix initiatives and data management improvements.
* Contributing to the departmental knowledge base.
* Performing other duties as appropriate.
Qualifications
What you need to have done already
* Experience in a Service Desk role with a desire to progress.
* Proven ability to meet SLAs and targets.
* Understanding of ITIL processes for Incident & Problem Management.
* Experience coaching and mentoring team members.
Skills you will need to excel
* Problem-solving skills with a broad perspective.
* Excellent communication skills.
* Strong planning and time management abilities.
* Ability to explain technical solutions clearly.
* Proficiency with IT Service Management tools.
* Ability to work under pressure and adapt to change.
* Questioning and lateral thinking skills.
* Quick understanding of client needs and industry.
* Strong analytical and problem-solving skills for service improvement.
Other qualifications
* Customer service accreditation (desirable).
Additional Information
Wavenet offers an exceptional environment with benefits including generous leave, private medical coverage, health plans, wellbeing programs, and a focus on work-life balance with hybrid working options. Starting with 25 days of leave, increasing annually up to 28 days.
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