Job Description
1. Location: Dorking
2. Contract Type: Permanent, Full Time
3. Working Style: Hybrid
4. Working Pattern: 7.5-hour shift between 9am – 5pm
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:
5. Lead & Support – Coach and develop analysts to ensure a consistently outstanding customer experience.
6. Problem-Solve – Manage complex IT tickets, escalations, and customer complaints with expertise.
7. Drive Service Improvements – Identify and implement process enhancements to increase efficiency and team skillsets.
8. Own Performance – Coordinate workloads, ensuring incidents and requests are handled effectively in line with SLAs/KPIs.
9. Collaborate – Work with internal teams, vendors, and third-party suppliers to streamline resolutions and improve service delivery.
Qualifications
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:
10. Proven experience in a Service Desk role, consistently meeting SLAs and performance targets.
11. Strong understanding of ITIL processes for Incident & Problem Management.
12. Experience coaching and mentoring team members to enhance their performance.
Skills You Will Need to Excel:
13. Ability to approach problems creatively and think strategically to deliver effective solutions.
14. Excellent communication skills, both written and verbal.
15. Strong time management and planning skills with a keen eye for detail.
16. Ability to explain complex technical issues in simple terms to non-technical individuals.
17. Proficiency with IT Service Management tools to record, manage, and resolve incidents.
18. Ability to remain calm under pressure and adapt to changing situations.
19. Strong problem-solving and analytical abilities, with a focus on continual service improvement.
Other Qualifications:
20. ITIL Foundation v3/v4 (Desirable).
21. 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, 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:
22. 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.
23. 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.
24. 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.