Service Desk Analyst (1st line) - Hospitality team

Wanstor Limited; City Of London; On-site; GBP 26,000 - 29,000; Full time

Job summary

A prominent IT solutions provider is seeking a Service Desk Analyst to join their Hospitality team. This role requires responding to technical issues, managing user accounts, and delivering exceptional customer support. Candidates should have some IT support experience, knowledge of ITIL, and a strong desire to provide proactive service. The company offers generous time off, continuous learning opportunities, and team-oriented culture.

Benefits

24 days of annual leave

Opportunities for continuous learning

Personal development days

Paid volunteer opportunities

Team social events

Qualifications

• Experience in IT support at the 1st line level.
• Knowledge of ITIL frameworks.
• Ability to manage stakeholders effectively.
• Strong customer service orientation.
• Well-organized and able to multitask.
• Positive and energetic attitude.
• Willingness to work varied shifts.

Responsibilities

• Respond to client technical issues via phone and email.
• Log calls using service desk tools and ITIL processes.
• Maintain good customer relations and visit sites as needed.
• Manage user accounts within Office365 and allocate licenses.
• Maintain user accounts in Active Directory and Azure.
• Utilize remote tools for user requests.
• Deploy PCs through Windows Autopilot and Intune.
• Set up and configure Windows PCs and laptops.

Skills

IT support experience at a 1st line level across Microsoft 365

Knowledge of ITIL, incident, problem and change management

Ownership of stakeholders and projects

Customer service

Organizational skills

Autonomy in tasks

Positive energy

Tools

Office365

Active Directory

Azure services

Windows Autopilot

Intune

Job description

Service Desk Analyst (1st line) - Hospitality team

Department: Service Desk - Hospitality

Employment Type: Permanent - Full Time

Location: Wanstor London

Reporting To: Felix Chapman

Compensation: £26,000 - £29,000 / year

Description

👋 Hello. Welcome to Wanstor! 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 Hospitality team. 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 across Microsoft 365.
• 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

What You'll Love

• 🌴 Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
• 📚 Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
• 🌟 Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
• 🤝 Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
• 🎉 Team Spirit: Join a friendly team and engage in various social events organised throughout the year.