At a Glance
- Tasks: Provide exceptional IT support and manage incidents for customers and partners.
- Company: Join Wavenet, a leading managed services provider focused on customer success.
- Benefits: Enjoy 25 days annual leave, private medical coverage, and wellness programmes.
- Other info: Collaborative office-based role with excellent career growth opportunities.
- Why this job: Develop your technical skills in a dynamic environment while making a real impact.
- Qualifications: Strong communication skills and experience with IT Service Management tools.
The predicted salary is between 30000 - 40000 £ per year.
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.
What’s on offer?
- Location: Birstall / Wakefield
- Contract Type: Permanent, Full Time
- Working Pattern: 7.5-hour shift between 7am – 7pm
Are you passionate about providing exceptional IT support and delivering a first-class customer experience? We are looking for a Service Desk Analyst to join our dynamic team, acting as the first point of contact for customers, partners, and suppliers. This role offers an exciting opportunity to develop your technical skills, work in a fast-paced environment, and contribute to continuous service improvement.
Key Responsibilities:
- 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.
Qualifications Requirements for the Role
- 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.
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:
- Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
- 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.
- Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.
Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.
Service Desk Analyst employer: Wavenet Ltd
Wavenet is an exceptional employer that prioritises employee wellbeing and professional growth, offering a supportive work environment in Birstall, Wakefield. With generous annual leave, comprehensive health benefits, and the innovative Wavenet Academy for continuous learning, we empower our Service Desk Analysts to excel in their roles while maintaining a healthy work-life balance. Join us to be part of a dynamic team dedicated to delivering outstanding IT support and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wavenet Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wavenet Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wavenet Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Wavenet Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wavenet Ltd!
How to prepare for a job interview at Wavenet Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
