Senior Service Desk Analyst

The Senior Service Desk Analyst role plays an integral role between the performance and productivity of Analysts, whilst supporting the management and leadership of the team as a whole. Demonstrating experience of how the team operate, in order to leverage opportunities to enhance knowledge and skills whilst striving to maintain commitments to consistency, quality and performance across all team members. The role looks to identify service improvements that aid team members in working productively and increasing their skillsets, whilst showing betterment to the experience customers receive.

Supporting functional escalations, matters of dissatisfaction and complaint, Senior Service Analysts utilise their intricate knowledge and experience of products, service, and the function members to drive service improvements as well as taking on the effective management of more complex IT tickets. This role acts as a progression for those seeking more technical capabilities or opportunities to pursue a management career path. As ambassadors of service, we are Wavenet's first line of communication and contact with customers, partners and suppliers meaning this role must exemplify our aims to delight customers, be ambitious in our work and support self-development, and development of others. Above all else, this role focuses on delivery of best-in-class experience and a continual drive to achieve better things for our customers in every interaction.

What you will be doing:

• Supporting the coordination and allocation of workload across the team, where possible applying knowledge and experience to align activity where skillsets are strongest in order to deliver successful incident management and request fulfilment.
• Using enhancement technical skills and experience to manage more complex tickets and tasks, as well as considering ways to impart knowledge and skills within training, mentoring and knowledge.
• To support, coach and develop analysts in providing an exceptional customer experience consistently, in all interactions.
• Providing training and development and identify any areas of focus as part of the quality review process.
• Providing support to the Service Desk Team Leader/Manager where necessary to support team and function objectives, and instilling company visions and values.
• Create and maintain high-level processes which are clear, definitive, and effective in their purpose.
• Ensuring all incidents and service requests are successfully and accurately identified, categorised, prioritised, diagnosed and effectively resolved whilst delivering excellent and clear communication.
• Working to clear Service Level Agreement (SLA) and Key Performance Indicator (KPI) where possible aiming to exceed them with personal and team-based goals.
• Delivering excellent information management on tickets and tasks, maintaining details at all stages of the lifecycle of an incident or request, utilising the relevant toolset.
• Using strong communication skills to liaise and drive resolution through any associated third-party suppliers or vendors adhering to a Service Integration and Management (SIAM) based approach where appropriate.
• Supporting efforts to deliver first-time fix and fulfilment whilst delivering a great experience for customers.
• Ensuring a meticulous approach to data management, acting to improve data quality where possible for future betterment of service.
• Contribute effectively to the establishment and maintenance of the departmental knowledgebase.
• Any other duties commensurate with the role.

Qualifications:

What you need to have done already:

• Demonstrable experience of performing well within a Service Desk team where your personal performance has led to a personal desire to progress.
• Experience of working to, and consistently meeting, SLAs and targets.
• Understanding of and experience of using ITIL processes for Incident & Problem Management.
• Experience of coaching and mentoring team members or subordinates.

Skills you will need to excel:

• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.
• Excellent written and verbal communication skills.
• Proven planning and time management skills.
• Ability to convey technical solutions to non-technical individuals in clear and simple terms.
• Proficient in utilising IT Service Management tools for recording, managing, and resolving incidents and service requests.
• Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations.
• A questioning nature with the ability to think laterally to diagnose and resolve root causes of technical incidents.
• Strong analytical/problem solving abilities, especially in relation to continual service improvement.

Other qualifications:

• ITIL Foundation v3/v4 (Desirable).
• Customer service/experience accreditation or 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.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.