Hybrid First-Line IT Service Desk Analyst

Wanstor Limited; City Of London; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Generous Time Off

Continuous Learning

Personal Development

Volunteer Opportunities

Team Spirit

Job summary

Wanstor Limited is seeking a Service Desk Analyst (1st line) to join our Professional Services team in a hybrid setting. Based in London, you will be the first voice for customers, triaging issues, logging tickets, and delivering practical solutions while working within ITIL processes.

You’ll manage Office 365 and Active Directory tasks, support Windows devices with Autopilot and Intune, and collaborate with senior colleagues to meet KPI targets.

Qualifications

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

Responsibilities

• Respond to client technical issues via phone and email; triage, resolve, or escalate as needed.
• Log calls using service desk tools within ITIL processes to meet KPI targets including first call resolution.
• Maintain good customer relations and visit sites within the Greater London area.
• Manage user accounts in Office365 and allocate licenses.
• Manage Active Directory and Azure services including user creation and permission changes.
• Use remote tools such as RMM, remote control and chat to resolve requests.
• Deploy PCs using Windows Autopilot and Intune.
• Set up and configure Windows-based PCs and laptops.

Skills

IT support (1st line)

ITIL knowledge

Incident management

Customer service

Multitasking

Weekend shifts

Tools

Office365

Active Directory

Azure

Intune

Windows Autopilot

Job description

Wanstor Limited is seeking a Service Desk Analyst (1st line) to join our Professional Services team in a hybrid setting. Based in London, you will be the first voice for customers, triaging issues, logging tickets, and delivering practical solutions while working within ITIL processes.

You’ll manage Office 365 and Active Directory tasks, support Windows devices with Autopilot and Intune, and collaborate with senior colleagues to meet KPI targets.