Overview
Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
Location
Location: Birstall (Hybrid Working)
Contract Type
Contract Type: Permanent, Full Time
Working Pattern
Working Pattern: 8.5-hour shifts scheduled between 7am and 7pm, Monday to Friday
Salary
Salary: Competitive
Security Clearance
Security Clearance Required – Applicants must have lived in the UK for 5 or more years to be eligible.
Role
Are you passionate about delivering exceptional IT support and creating a seamless customer experience? We’re looking for a Service Desk Analyst to be the frontline of our IT service, providing high-quality support to our customers, partners, and suppliers. This is an exciting opportunity to grow your technical skills in a fast-paced, collaborative environment while playing a key role in improving our IT services.
What You’ll Be Doing
* Delivering top-tier support – Handle incidents and service requests efficiently with a focus on quick resolution and customer satisfaction.
* Meeting performance goals – Work towards Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
* Collaborating effectively – Serve as a vital link between customers, suppliers, and internal teams to resolve issues.
* Managing knowledge and data – Maintain accurate records and contribute to a growing knowledge base.
* Developing your skills – Build technical expertise and contribute to first-time resolutions and customer satisfaction improvements.
What We’re Looking For
* Strong communication skills – Clear and professional verbal and written communication, with the ability to explain technical concepts to non-technical users.
* Technical problem-solving – Solid analytical skills with experience using IT Service Management (ITSM) tools.
* Time management – Ability to prioritise effectively, stay calm under pressure, and adapt to shifting priorities.
* Team player with customer focus – A collaborative mindset and deep understanding of customer needs within IT service environments.
* Desirable – ITIL V3/V4 Foundation certification and/or customer service accreditation (preferred but not essential).
Important Requirement
Due to the nature of the role, a full security clearance is required. Candidates must have lived in the UK continuously for at least 5 years to be considered.
Benefits and Additional Information
At Wavenet, we offer an exceptional environment and a wide range of benefits to support your success from day one. Benefits include 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 our dedicated in-house Wellbeing Team.
* Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
* Annual Leave: 25 days to start, increasing by one day per year up to 28 days.
* Health & Wellbeing: Private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Information Technology
Industries
* Technology, Information and Internet
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