Senior Service Desk Analyst

Company Description

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.

Job Description

Join Wavenet as a Senior Service Desk Analyst – Based in Sevenoaks

Are you ready to take the next step in your IT support career? We’re looking for a Senior Service Desk Analyst to join our dynamic Service Desk team in Sevenoaks.

This role plays a key part in driving both the performance of the team and the quality of service we deliver to our customers. You’ll be at the forefront of handling complex technical issues, supporting junior analysts, and shaping service improvements – all while acting as a key liaison between technical performance and leadership direction.

What You’ll Be Doing:

• Coordinating and assigning workload across the team, aligning tasks with individual strengths to enhance service delivery.
• Handling more complex technical tickets and escalations with efficiency and attention to detail.
• Coaching, mentoring, and developing analysts to consistently deliver outstanding customer service.
• Supporting the Team Leader/Manager in meeting team objectives and promoting Wavenet’s values and vision.
• Delivering training, identifying skills gaps, and helping to improve service through regular quality reviews.
• Maintaining clear, effective IT processes and documentation.
• Ensuring accurate and timely resolution of incidents and service requests, in line with SLAs and KPIs.
• Managing relationships with third-party vendors using a SIAM-based approach.
• Driving first-time fixes, knowledge sharing, and improvements to the overall customer experience.
• Taking responsibility for data accuracy, known issue resolution, and system housekeeping tasks.
• Actively contributing to the knowledge base and team-wide continuous improvement initiatives.
  
  

Qualifications

What We’re Looking For:

Experience:

• Proven success in a Service Desk environment, with a strong personal track record.
• Experience working with SLAs and service targets.
• Familiarity with ITIL processes, particularly Incident and Problem Management.
• Previous involvement in coaching or mentoring team members.
  
  

Skills:

• Strong problem-solving and analytical skills with a “bigger picture” mindset.
• Clear and confident communication, both written and verbal.
• Excellent time management and planning abilities.
• Capable of simplifying technical details for non-technical users.
• Proficient in ITSM tools for managing incidents and service requests.
• Calm and adaptable under pressure, with a passion for customer satisfaction.
• Curious and solution-oriented, with a drive for continuous learning and service betterment.
  
  

Desirable Qualifications:

• ITIL Foundation v3 or v4
• Customer service or experience certifications
  
  

Why Join Wavenet?

At Wavenet, we believe in empowering our people. This role offers a fantastic opportunity for those looking to advance their technical expertise or take a step toward a leadership position. You’ll be a trusted voice on the frontline, delivering best-in-class support and helping to shape the future of customer experience at Wavenet.

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:

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• 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 UK’s largest managed service provider?

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