Senior Service Desk Analyst
Posted Updated
Summary
Senior IT support role on Wavenet's service desk in Manchester: leading and mentoring analysts, resolving complex tickets, escalations and complaints, driving process improvements, and coordinating workloads to meet SLAs/KPIs alongside internal teams and vendors.
Job Description
- 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.