Company Description
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
What’s on offer?
- Location: Birstall
- Salary: £23,000 - £25,000
- Contract Type: Permanent, Full Time
- Working Style: Hybrid
- Working Pattern: Four-day work week with 8.5-hour shifts scheduled between 7am and 7pm, Monday through Friday
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
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: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based 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 UK’s largest managed service provider?
Apply today or contact our friendly Talent Acquisition Team for more information.
Top Skills
What We Do
The Daisy Group was founded by current Chairman Matthew Riley in 2001. Over the last two decades Daisy has developed through a combination of organic and acquisitive growth to be one of the largest providers of communications, IT and cloud services across the UK and internationally. 2018 saw key change within the Group as four independent businesses were established to better serve the needs of direct customers and indirect partners. Daisy Communications and Daisy Corporate Services remained unchanged. The most significant change saw the merger of the Group’s three channel-serving businesses (formerly known as Daisy Wholesale, Daisy Distribution and Daisy Worldwide) under a new single brand, Digital Wholesale Solutions. The Daisy Partner Services business also began to operate independently under the new name of Allvotec. In March 2021 private equity fund Inflexion invested in the Digital Wholesale Solutions business, which was demerged from and left the Daisy Group. Today the Daisy Group includes Daisy Communications serving the needs of small to medium businesses and Daisy Corporate Services for the mid to enterprise market – both remain significant providers for UK businesses, with portfolios spanning Lines & Calls, Mobile and Connectivity, right through to Unified Communications, Business Continuity and Cloud & Hosting and Security.
