Job Description
At Wanstor, we've been delivering award-winning IT solutions for over 22 years, and we're proud to keep growing year after year. Today, our team is over 200 strong, filled with talented professionals passionate about technology.
Wanstor stands at the forefront of the industry with a full portfolio of high-quality services. From our award-winning managed services to our robust data and development capabilities, networking and infrastructure expertise, and unparalleled security solutions, Wanstor is renowned in the market for excellence. Our strong customer references provide a solid foundation for your success. If you're looking for a place where your skills can thrive and grow, you'll feel right at home here!
We're looking for a Service Desk Analyst to join our Not for Profit team. This role will see you working with some of the UK's leading charities providing a first class support experience. At Wanstor, our Service Desk Analysts are the heartbeat of our customer experience - the first voice, the first solution, and the first impression.
This role goes beyond answering calls and logging tickets - it's about owning every challenge, delivering exceptional support, and making a real impact on the day-to-day operations of our customers.
What You'll Do
- Responding to client's technical issues via phone and email, triaging reported problems, resolving them, escalating them where necessary to more senior colleagues.
- Logging calls using service desk tools ITIL processes, working within these frameworks to deliver customer services levels >90% managing incidents to achieve where possible first call resolution and other company KPI's.
- Maintaining good customer relations, including visiting sites within the greater London area.
- Managing user accounts within Office365 and allocating licenses.
- Managing Active Directory and Azure services including the creation of user accounts and amending permissions where needed.
- Using remote tools such as MDM, Remote control & Chat to resolve user requests.
- Deploying PC's through Windows Autopilot and Intune.
- Setting up and configuring Windows based PCs and laptops.
What You'll Need
You will have already started your journey within IT but are looking to develop your skills within a fast paced and supportive environment. You may have the following experience: -
- 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 organised, able to multitask and work autonomously
- Positive and energetic
- Happy to work a variety of shifts including weekends
