First-Line IT Service Desk Pro — Hybrid, Growth & Perks

Wanstor; Greater London; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Generous Time Off

Continuous Learning

Personal Development

Volunteer Days

Team Socials

Job summary

Wanstor invites applications for a Service Desk Analyst within our Professional Services team. The role focuses on delivering outstanding IT support as the heartbeat of the customer experience, owning challenges and driving positive outcomes for client operations.

Based in a hybrid environment around Greater London, you will handle incidents, manage user accounts, and work with ITIL processes to meet high service levels while supporting Office365, Active Directory and Azure services.

Qualifications

• Experience in 1st line IT support.
• Familiar with ITIL incident, problem and change management.
• Ability to take responsibility and ownership of stakeholders and projects.
• Desire to provide excellent, proactive customer service.
• Well organised, able to multitask and work autonomously.
• Positive and energetic.
• Willing to work a variety of shifts including weekends.

Responsibilities

• Responding to client’s technical issues via phone and email, triaging reported problems, resolving them, escalating to more senior colleagues as needed.
• Logging calls using service desk tools and ITIL processes, aiming for >90% service levels and first call resolution where possible.
• 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 creation of user accounts and adjusting permissions.
• Using remote tools to resolve user requests (MDM, remote control, chat).
• Deploying PCs through Windows Autopilot and Intune.
• Setting up and configuring Windows-based PCs and laptops.

Job description

Wanstor invites applications for a Service Desk Analyst within our Professional Services team. The role focuses on delivering outstanding IT support as the heartbeat of the customer experience, owning challenges and driving positive outcomes for client operations.

Based in a hybrid environment around Greater London, you will handle incidents, manage user accounts, and work with ITIL processes to meet high service levels while supporting Office365, Active Directory and Azure services.