Senior Service Desk Analyst

About this role

Location: Manchester Contract Type: Permanent, Full Time Working Style: Birstall Working Pattern: 7.5-hour shift between 7am – 7pm 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.

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: ITIL Foundation v3/v4 (Desirable). 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.