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Service Desk Analyst

Service Desk Analyst

wavenetBirstall, England, United Kingdom
30+ days ago
Job type
  • Full-time
  • Permanent
Job description

Job Description

Location : Birstall (Hybrid Working)

Contract Type : Permanent, Full Time

Working Pattern : 8.5-hour shifts scheduled between 7am and 7pm, Monday to Friday

Salary : Competitive

Security Clearance Required – Applicants must have lived in the UK for 5 or more years to be eligible.

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.

Qualifications

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.

    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 : 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 :  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.

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    Service Desk Analyst • Birstall, England, United Kingdom