At a Glance
- Tasks: Lead and support the IT team while solving complex technical issues.
- Company: Join Wavenet, a company that values your growth and wellbeing.
- Benefits: Enjoy 25 days of annual leave, private medical coverage, and wellness programmes.
- Other info: Dynamic work environment with opportunities for personal and professional development.
- Why this job: Elevate your IT career while making a real impact on customer service.
- Qualifications: Experience in service desk roles and a passion for mentoring others.
The predicted salary is between 30000 - 40000 £ per year.
Contract Type: Permanent, Full Time
Working Pattern: 7.5-hour shift between 7am – 6pm
Are you ready to take your IT career to the next level? As a Senior Service Desk Analyst, you’ll be integral to our IT support team, driving performance, mentoring colleagues, and delivering exceptional service to our customers.
What You’ll Be Doing:
- Lead & Support – Coach and develop analysts to ensure a consistently outstanding customer experience.
- Problem-Solve – Manage complex IT tickets, escalations, and customer complaints with expertise.
- Drive Service Improvements – Identify and implement process enhancements to increase efficiency and team skillsets.
- Own Performance – Coordinate workloads, ensuring incidents and requests are handled effectively in line with SLAs/KPIs.
- Collaborate – Work with internal teams, vendors, and third-party suppliers to streamline resolutions and improve service delivery.
Qualifications
What We’re Looking For: We’re seeking a motivated and experienced Senior Service Desk Analyst with a proven track record in high-performance service desk environments. You should have a passion for personal development and a desire to progress your career within IT support.
What You Need to Have Done Already:
- 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.
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:
- 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:
- 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.
Senior Service Desk Analyst employer: Wavenet Ltd
At Wavenet, we pride ourselves on being an exceptional employer that prioritises employee wellbeing and professional growth. As a Senior Service Desk Analyst, you will thrive in a supportive environment that offers generous annual leave, comprehensive health benefits, and opportunities for career advancement through mentoring and skill development. Our commitment to work-life balance and continuous service improvement makes Wavenet a rewarding place to build your IT career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at Wavenet or similar companies. A friendly chat can sometimes lead to job opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by practising common questions related to service desk roles. Think about how you’d handle complex tickets or mentor a colleague. We want you to shine and show off your problem-solving skills!
✨Tip Number 3
Showcase your passion for personal development! During interviews, share examples of how you’ve improved processes or mentored others. This will highlight your commitment to continual service improvement, which is key for us.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Wavenet.
We think you need these skills to ace Senior Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Service Desk Analyst role. Highlight your experience in service desk environments, especially where you've met SLAs and performance targets. We want to see how your skills align with what we're looking for!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex IT issues in the past. We love candidates who can think creatively and strategically, so don’t hold back on sharing those success stories!
Communicate Clearly:Since excellent communication is key for this role, ensure your written application is clear and concise. Use simple language to explain any technical jargon, as if you were talking to someone non-technical. We appreciate clarity!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Wavenet Ltd
✨Know Your ITIL Inside Out
As a Senior Service Desk Analyst, you'll need to demonstrate a strong understanding of ITIL processes. Brush up on Incident and Problem Management principles before your interview, and be ready to discuss how you've applied these in past roles.
✨Showcase Your Coaching Skills
Since mentoring is a key part of the role, think of specific examples where you've coached or developed team members. Prepare to share how you’ve helped others improve their performance and how that contributed to the team's success.
✨Prepare for Complex Problem-Solving Scenarios
Expect to face questions about managing complex IT tickets and escalations. Think through some challenging situations you've encountered and how you resolved them, focusing on your analytical skills and creative problem-solving approach.
✨Communicate Clearly and Confidently
Excellent communication is crucial, especially when explaining technical issues to non-technical individuals. Practice articulating complex concepts in simple terms, and be prepared to demonstrate your communication style during the interview.
