Senior Service Desk Analyst

• Location:                        Dorking
• Contract Type:               Permanent Full Time
• Working Style:               Hybrid
• Working Pattern:           7.5hour shift between 9am 5pm

Are you ready to take your IT career to the next level As a Senior Service Desk Analyst youll be integral to our IT support team driving performance mentoring colleagues and delivering exceptional service to our customers.

What Youll Be Doing:

• Lead & Support Coach and develop analysts to ensure a consistently outstanding customer experience.
• ProblemSolve 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 thirdparty suppliers to streamline resolutions and improve service delivery.

Qualifications :

What Were Looking For:

Were seeking a motivated and experienced Senior Service Desk Analyst with a proven track record in highperformance 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 nontechnical 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 problemsolving and analytical abilities with a focus on continual service improvement.

Other Qualifications:

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

Additional Information :

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 youll 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 inhouse Wellbeing Team.

We believe in a strong worklife balance rewarding your commitment with an additional day of annual leave each year reaching up to 28 days. Heres a closer look at what we offer:

• Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and officebased 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.

Ready to join the UKs largest managed service provider 

Apply today or contact our friendly Talent Acquisition Team for more information.

Remote Work :

No

Employment Type :

Fulltime