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For Companies At a Glance
- Tasks: Lead a team to enhance service desk performance and customer experience.
- Company: Join Wavenet, a leader in IT services and customer support.
- Benefits: Enjoy hybrid working, generous leave, private medical coverage, and wellbeing programs.
- Why this job: Be an ambassador for exceptional service and drive continuous improvement.
- Qualifications: Experience in Service Desk roles with a passion for coaching and mentoring.
- Other info: Opportunity for career progression in technical or managerial paths.
The predicted salary is between 36000 - 60000 £ per year.
Purpose of the role
The Senior Service Desk Analyst plays an integral role in enhancing the performance and productivity of Analysts, supporting team management and leadership. The role involves leveraging operational knowledge to improve skills, maintain quality, and enhance customer experience. It includes managing complex IT tickets, supporting escalations, and acting as a progression pathway for technical or managerial careers. As ambassadors of service, we are Wavenet’s first contact with customers, partners, and suppliers. The role emphasizes delivering a best-in-class experience and continuous improvement for customers.
What you will be doing
- Supporting workload coordination and allocation across the team to ensure effective incident management and request fulfillment.
- Managing complex tickets and sharing knowledge through training and mentoring.
- Coaching and developing analysts to provide exceptional customer service.
- Providing training, support, and contributing to quality reviews.
- Supporting team objectives and promoting company values.
- Creating clear and effective high-level processes.
- Expanding knowledge to resolve tickets and escalate issues appropriately.
- Ensuring incidents and requests are properly categorized, prioritized, and resolved with excellent communication.
- Working to SLAs and KPIs, aiming to exceed them.
- Maintaining detailed and accurate ticket information throughout the incident lifecycle.
- Collaborating with third-party vendors and suppliers to drive resolution.
- Supporting first-time fix initiatives and data management improvements.
- Contributing to the departmental knowledge base.
- Performing other duties as appropriate.
Qualifications
What you need to have done already
- Experience in a Service Desk role with a desire to progress.
- Proven ability to meet SLAs and targets.
- Understanding of ITIL processes for Incident & Problem Management.
- Experience coaching and mentoring team members.
Skills you will need to excel
- Problem-solving skills with a broad perspective.
- Excellent communication skills.
- Strong planning and time management abilities.
- Ability to explain technical solutions clearly.
- Proficiency with IT Service Management tools.
- Ability to work under pressure and adapt to change.
- Questioning and lateral thinking skills.
- Quick understanding of client needs and industry.
- Strong analytical and problem-solving skills for service improvement.
Other qualifications
- Customer service accreditation (desirable).
Additional Information
Wavenet offers an exceptional environment with benefits including generous leave, private medical coverage, health plans, wellbeing programs, and a focus on work-life balance with hybrid working options. Starting with 25 days of leave, increasing annually up to 28 days.
Senior Service Desk Analyst employer: Daisy Corporate Services Trading Limited
Contact Detail:
Daisy Corporate Services Trading Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL processes, especially around Incident and Problem Management. This knowledge will not only help you in interviews but also demonstrate your commitment to the role and understanding of best practices.
✨Tip Number 2
Showcase your coaching and mentoring experience. Be prepared to discuss specific examples where you've helped team members improve their skills or resolve complex issues, as this is a key aspect of the Senior Service Desk Analyst role.
✨Tip Number 3
Highlight your problem-solving skills by preparing scenarios where you've successfully managed complex tickets or improved service delivery. Use these examples to illustrate your analytical thinking and ability to work under pressure.
✨Tip Number 4
Research Wavenet's company values and culture. Understanding their focus on customer service and continuous improvement will allow you to align your responses during discussions, showing that you're a great fit for their team.
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Service Desk roles, particularly any coaching or mentoring you've done. Emphasise your understanding of ITIL processes and your ability to meet SLAs.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experience and your desire to progress within the company. Mention specific examples of how you've managed complex tickets or improved team performance.
Showcase Problem-Solving Skills: During the application process, be prepared to discuss your problem-solving skills. Provide examples of how you've approached challenges in previous roles and the outcomes of your actions.
Highlight Communication Abilities: Since excellent communication is key for this role, ensure you demonstrate your ability to explain technical solutions clearly. Use your application to showcase instances where your communication skills led to successful resolutions.
How to prepare for a job interview at Daisy Corporate Services Trading Limited
✨Showcase Your Service Desk Experience
Make sure to highlight your previous experience in a Service Desk role. Discuss specific examples where you successfully managed complex tickets or improved customer service, as this will demonstrate your capability to excel in the Senior Service Desk Analyst position.
✨Demonstrate ITIL Knowledge
Since understanding ITIL processes is crucial for this role, be prepared to discuss your knowledge of Incident and Problem Management. You could mention how you've applied these principles in past roles to improve service delivery and meet SLAs.
✨Emphasise Coaching and Mentoring Skills
This role involves coaching and developing analysts, so share your experiences in mentoring team members. Provide examples of how you've helped others grow their skills and improve their performance, which aligns with the company's focus on team management.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle pressure. Think of situations where you had to quickly adapt to changes or resolve conflicts, and be ready to explain your thought process and the outcomes.
