Senior Service Desk Analyst
Full Job Posting
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:
- ITIL Foundation v3/v4 (Desirable).
- Customer service or experience accreditation/certification (Desirable).
- Additional Information
- At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy 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 a dedicated in-house Wellbeing Team.
- We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
- Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
- Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
- Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
- Ready to join the UK’s largest managed service provider?
- Apply today or contact our friendly Talent Acquisition Team for more information.
- 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.
Qualifications
- 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.
- 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.
- ITIL Foundation v3/v4 (Desirable).
- Customer service or experience accreditation/certification (Desirable).
About Wavenet
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