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

WHAT’S ON OFFER?

• Location: Birstall
• Salary: £23,000 - £25,000
• Contract Type: Permanent, Full Time
• Working Style: Hybrid
• Working Pattern: 7.5-hour shift between 7am – 7pm
  Are you passionate about providing exceptional IT support and delivering a first-class customer experience? We are looking for a Service Desk Analyst to join our dynamic team, acting as the first point of contact for customers, partners, and suppliers. This role offers an exciting opportunity to develop your technical skills, work in a fast-paced environment, and contribute to continuous service improvement.

KEY RESPONSIBILITIES:

• Provide outstanding IT support – Manage incidents and service requests efficiently, ensuring prompt resolution and excellent customer service.
• Meet and exceed targets – Work towards Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), striving for continuous improvement.
• Communicate and collaborate – Act as a key liaison between customers, suppliers, and internal teams to drive effective problem resolution.
• Maintain data and knowledge management – Keep accurate records, contribute to the knowledge base, and improve data quality for better service delivery.
• Develop and grow – Expand your technical expertise, support first-time resolutions, and play a key role in enhancing customer satisfaction.
  Qualifications

REQUIREMENTS FOR THE ROLE

• Strong communication skills – Excellent written and verbal communication, with the ability to explain technical solutions in clear, simple terms to non-technical users.
• Technical and analytical ability – Experience using IT Service Management (ITSM) tools, with strong problem-solving skills and a logical approach to diagnosing technical issues.
• Time management and adaptability – Proven ability to prioritise tasks, work under pressure, and adapt to changing situations while maintaining high customer service standards.
• Teamwork and customer focus – A collaborative approach with a strong understanding of customer needs, IT environments, and service expectations.
• Desirable qualifications – ITIL V3/4 Foundation and customer service accreditation are advantageous but not essential.
  Additional Information