COMPANY DESCRIPTION

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 been keeping businesses connected.
At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.
Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

• Location: Birstall
• Salary: £23,000 + shift allowance
• Contract Type: Permanent, Full Time
• Working Style: Hybrid
• Working Pattern: Rotating shift pattern of 7:00 AM to 7:00 PM, following a 4 days on, 4 days off schedule.

We are seeking a dedicated and customer-focused Service Desk Analyst to join our IT managed services team. In this role, you will be the first point of contact for customers, partners, and suppliers, providing exceptional support and resolving technical issues while maintaining high standards of communication. You will be responsible for the initial assessment, triage, research, and resolution of incidents and requests, ensuring all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded.

SKILLS AND EXPERIENCE:

• Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Proven experience in a technical support or service desk environment.
• Familiarity with SLA and KPI metrics, consistently meeting or exceeding targets.
• Skilled in using network performance monitoring systems and ticketing tools (ServiceNow experience beneficial).
• Excellent problem-solving abilities, able to work effectively under pressure and in a team.
• Self-motivated, with strong time management and attention to detail.
• Adaptable to changing technologies, committed to continuous learning and improvement.
• Experience in creating and maintaining clear technical documentation.
• ITIL V3/4 Foundation certification and customer service accreditation are desirable.
• Relevant certifications in listed technologies are advantageous.
  Additional Information

• Efficiently manage, prioritize, and resolve tickets while maintaining clear communication throughout the incident lifecycle.
• Work within SLA and KPI targets to deliver timely and accurate resolutions.
• Collaborate with internal teams, third-party suppliers, and vendors to drive issue resolution.
• Contribute to the maintenance and improvement of the departmental knowledge base.
• Ensure accurate documentation for all incidents, maintaining data quality and providing regular updates.
• Support customers with various technologies, monitoring network performance, and providing troubleshooting as needed.
• Continuously expand your technical knowledge to enhance problem-solving capabilities.
  Qualifications