Overview
Wanstor is a provider of IT solutions with over 22 years in the industry. Our team of 200+ professionals delivers award-winning services across managed services, data and development, networking and infrastructure, and security. We are looking for a Service Desk Analyst to join our Professional Services team. The Service Desk Analyst is the heartbeat of the customer experience — the first voice, the first solution, and the first impression. This role goes beyond answering calls and logging tickets; it involves owning challenges, delivering exceptional support, and positively impacting our customers’ day-to-day operations.
What You’ll Do
* Respond to client technical issues via phone and email, triaging reported problems, resolving them, and escalating when necessary to more senior colleagues.
* Log calls using service desk tools within ITIL processes, delivering customer service levels and aiming for first contact resolution and other company KPIs.
* Maintain good customer relations, including site visits within the greater London area.
* Manage user accounts within Office365 and allocate licenses.
* Manage Active Directory and Azure services, including creating user accounts and adjusting permissions as needed.
* Use remote tools such as MDM, remote control and chat to resolve user requests.
* Deploy PCs through Windows Autopilot and Intune.
* Set up and configure Windows-based PCs and laptops.
What You’ll Need
* IT support experience at a 1st line level
* Knowledge of ITIL, incident, problem and change management
* Experience taking responsibility and ownership of stakeholders and projects
* A desire to provide excellent, proactive, customer service
* Well organized, able to multitask and work autonomously
* Positive and energetic
* Happy to work a variety of shifts including weekends
What You’ll Love
* Generous Time Off: 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
* Continuous Learning: Regular lunch and learn sessions with internal and external speakers.
* Personal Development: 5 paid days annually to pursue new skills or knowledge.
* Volunteer Opportunities: 2 paid volunteer days each year.
* Team Spirit: Friendly team and social events throughout the year.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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