A mix of Workshop Lead, Senior Workshop Technical Analyst, & Workshop Technical Analyst roles available
This is an excellent opportunity to join our combined Service Desk and Workshop team, and play a vital part in the continued growth of a very reputable MSP.
Reporting to the Service Desk Manager, you will work full time in our Workshop – fulfilling build requests, setting up new starters and off-boarding leavers, following documented processes and ensuring that our clients receive an excellent service at all times.
An important part of this role is to manage the queue of tickets in the Workshop, ensuring that all work is scheduled accurately and efficiently and completed in accordance with SLA’s. To do this, you will be self-motivated, have excellent attention to detail and be able to prioritise your work – and you will be able to adapt to client demands or changing priorities as needed.
We are looking for approachable and enthusiastic individuals, with excellent communication skills, a strong work ethic, and a passion for delivering outstanding results through exceptional client experience.
Main Responsibilities
The main responsibilities of the Workshop Lead or Senior Workshop Technical Analyst or Workshop Technical Analyst include:
* Managing the Workshop queue, ensuring all tickets are scheduled accurately and efficiently and completed in accordance with SLAs.
* Providing well thought out and comprehensive updates to clients, ensuring at best in class client experience is achieved at all times
* New starters/leavers: responsible for ensuring all new joiners have a seamless IT setup (hardware, accounts, access, and software) and that leavers are properly offboarded (secure wipe, return, and stock management).
* Hardware/Software builds: fulfilling build requests, including utilising automated deployment processes where appropriate.
* Security & compliance: ensure all builds follow company standards and data protection regulations.
Collaboration:
* Work closely with the Service Desk, Projects, and Technical Consultant teams to support rollouts, upgrades, and migrations.
Skills and Experience – must have:
* Experienced in managing and prioritising queues and scheduling work logically and efficiently
* Substantial experience of completing builds, rebuilds and user profile creation.
* Strong knowledge of Windows OS deployment and imaging tools (Autopilot, Intune, etc)
* Solid understanding of Office 365 administration and account provisioning.
* Excellent hardware troubleshooting skills across desktops, laptops, and mobile devices.
* Ability to plan and manage multiple tasks independently, with strong attention to detail.
* Excellent communication skills and ability to liaise with technical and non-technical colleagues.
* Ability to establish and maintain cooperative working relationships with colleagues and stakeholders in a professional, consistent manner
Desirable:
* Experience of automation & process improvement: identifying repetitive tasks and introducing automation/scripting solutions (PowerShell, Intune policies, Group Policy, etc.) to increase efficiency and consistency.
* Ability to set and maintain technical and quality standards for all workshop processes.
* Documentation: experience of creating and maintain detailed technical guides, build documents, and handover notes for the Service Desk.
Why Join WestSpring
At WestSpring we offer unparalleled levels of IT service delivered via our unique unlimited concept, turning the typical IT service contract on its head. We specialise in providing IT consultancy and support services to businesses across the UK.
We believe that great IT is great for business. WestSpring was founded with a passion for delivering professional, friendly and bespoke IT support services and building long-lasting relationships with clients.
At WestSpring quality is everything. We only use products and systems of the highest quality to ensure that all our clients only get the very best. We are constantly evolving, reviewing, and enhancing our service offering.
We’re a fast-paced business where no two days are the same. Our culture is what makes us different. We expect a lot of ourselves and each other - we nourish our people and help them thrive in their chosen field; balance professional and personable; and deliver the balance between client service and company profitability.
What We Offer
The WestSpring HQ, based at Aztec West in Bristol, is vibrant, fun, supportive, and inclusive team. Beyond working with fabulous colleagues and great clients, we offer:
* 25 days holiday + bank holidays
* Flexible working
* Full health insurance
* Games room including consoles, pool table, tennis table, dartboard
* Well stocked kitchen including a decent coffee machine and teabags(!), monthly breakfast club, breakfast food, office pick-n-mix, and drinks fridge
* Monthly company update day includes a briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch
* Quarterly Social Events whether it is go-karting, paintballing, golf days, or a big quiz night we offer a quarterly opportunity for our teams to come together and
* Summer & Christmas Celebrations – large company wide events twice a year
* Employee Assistance Programme/Support
* Employee & Client referral scheme up to £1,000
* Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between
How To Apply
If you want to work in a vibrant fast paced, fun environment that breaks the mould of usual IT providers - this could well be the role for you! To apply please…
1) Upload your CV
2) Upload a covering letter describing your preferred role, matching your experience to the job description, and answering the questions below:
a. Explain why would you like to work at WestSpring, and why should you join the team?
b. Describe the unique skills and/or experiences you bring that make you a good fit for this role?