{"id":736380,"url":"https://alion.io/job/wavenet-service-desk-analyst","title":"Service Desk Analyst","company":{"id":52301,"name":"Wavenet","domain":"wavenet.co.uk","url":"https://alion.io/company/wavenet-co-uk","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Wakefield, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":65000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-08-04T13:20:42Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-30T08:13:36Z","board_verified":true,"closed_at":null,"days_open":86,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":86},"description":"Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses - no matter what the future holds.\nSince 2000, we’ve been keeping businesses connected.\nAt 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.\nCustomer 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.\n What’s on offer?\nLocation: Wakefield\nContract Type: Permanent, Full Time\nWorking Pattern: 7.5-hour shift between 8am - 6pm\nAre 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.\nKey Responsibilities:\nProvide outstanding IT support - Manage incidents and service requests efficiently, ensuring prompt resolution and excellent customer service.\n Meet and exceed targets - Work towards Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), striving for continuous improvement.\nCommunicate and collaborate - Act as a key liaison between customers, suppliers, and internal teams to drive effective problem resolution.\nMaintain data and knowledge management - Keep accurate records, contribute to the knowledge base, and improve data quality for better service delivery.\nDevelop and grow - Expand your technical expertise, support first-time resolutions, and play a key role in enhancing customer satisfaction.\n Requirements for the Role\nStrong communication skills - Excellent written and verbal communication, with the ability to explain technical solutions in clear, simple terms to non-technical users.\n Technical and analytical ability - Experience using IT Service Management (ITSM) tools, with strong problem-solving skills and a logical approach to diagnosing technical issues.\nTime management and adaptability - Proven ability to prioritise tasks, work under pressure, and adapt to changing situations while maintaining high customer service standards.\nTeamwork and customer focus - A collaborative approach with a strong understanding of customer needs, IT environments, and service expectations.\nDesirable qualifications - ITIL V3/4 Foundation and customer service accreditation are advantageous but not essential.\n 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.\nWe 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:\nOffice-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.\nAnnual 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.\nHealth & 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.\n Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.\nWe welcome applications from all sections of the community and would particularly encourage women to apply. Selection will be based on objective criteria and suitability for the role.\nReady to join the UK’s largest managed service provider?\nApply today or contact our friendly Talent Acquisition Team for more information.","description_format":"text","description_chars":4519,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Managed Network Services"],"lifecycle":[{"event":"open","at":"2026-09-20T02:48:46Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-30T06:20:16+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.297,"p_room":0.28,"age_days":86,"expected_fill_days":28,"reasons":["conf:1","velocity","win:tail","crowd:"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/wavenet-service-desk-analyst","json_url":"https://alion.io/job/wavenet-service-desk-analyst.json","meta":{"generated_at":"2026-10-30T09:58:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14340,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":52301},"rest":"https://alion.io/mcp/rest/get_company?id=52301"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwavenet-service-desk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwavenet-service-desk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwavenet-service-desk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wavenet-service-desk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwavenet-service-desk-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":736380}},{"tool":"search_jobs","arguments":{"company":"wavenet.co.uk","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":736380},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}