Service Desk Analyst
wavenet
- Birstall, Leicestershire
- £23,000-25,000 per year
- Permanent
- Full-time
- Location: Birstall
- Salary: £23,000 - £25,000
- Contract Type: Permanent, Full Time
- Working Style: Hybrid
- Working Pattern: 7.5-hour shift between 7am – 7pm
- 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.
- 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.
- 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.
We are sorry but this recruiter does not accept applications from abroad.