Hybrid Service Desk Analyst - Customer-Focused IT Support

Wanstor; Greater London; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

24 days annual leave

Bank holidays

Lunch & learn sessions

Personal development days

Job summary

Wanstor is seeking a Service Desk Analyst to join our Not for Profit team in a hybrid role based around Greater London. You’ll be the heartbeat of customer experience, owning end-to-end incidents, resolving issues, and delivering proactive support for a major charity client.

You’ll handle Office365/Active Directory/Azure management, use ITIL practices, and work across shifts including weekends to keep services running smoothly.

Qualifications

• 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.

Responsibilities

• Responding to client’s technical issues via phone and email, triaging reported problems, resolving them, escalating where necessary.
• Logging calls using service desk tools and ITIL processes to deliver service levels and KPI targets.
• 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 user accounts and permissions.
• Using remote tools to resolve user requests.
• Deploying PCs through Windows Autopilot and Intune, and configuring Windows PCs.

Skills

IT support

ITIL knowledge

Ownership & accountability

Customer service

Multitasking

Proactive & energetic

Job description

Wanstor is seeking a Service Desk Analyst to join our Not for Profit team in a hybrid role based around Greater London. You’ll be the heartbeat of customer experience, owning end-to-end incidents, resolving issues, and delivering proactive support for a major charity client.

You’ll handle Office365/Active Directory/Azure management, use ITIL practices, and work across shifts including weekends to keep services running smoothly.