Service Desk Analyst (1st line) - Not for Profit team

Wanstor Limited; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

Wanstor Limited is seeking a Service Desk Analyst (1st line) to join our Not for Profit team. This permanent, full-time role is based in a hybrid environment within the Greater London area, supporting a major charity client and delivering proactive IT support.

You will log and triage incidents, manage Office 365/Azure user accounts, and work within ITIL frameworks to meet service levels. The role offers opportunities to develop in a dynamic, customer-focused environment.

Qualifications

• Experience in 1st line IT support and incident management.
• Familiar with ITIL, incident, problem and change management.
• Proven ability to take ownership of tasks and stakeholders.
• Strong customer service focus with proactive approach.
• Well-organised, able to multitask and work autonomously.
• Energetic and positive, with flexibility for weekend shifts.

Responsibilities

• Respond to client issues via phone and email.
• Log calls and manage incidents, aiming for first contact resolution.
• Maintain customer relations and visit sites in the Greater London area.
• Manage user accounts in Office365 and assign licenses.
• Manage Active Directory and Azure services; adjust permissions.
• Use remote tools to resolve requests.
• Deploy PCs via Windows Autopilot and Intune.
• Set up Windows PCs and laptops.

Skills

1st line support

ITIL knowledge

Stakeholder ownership

Customer service

Multitasking

Positive attitude

Weekend shifts

Tools

Office 365

Azure AD

Active Directory

Intune

MDM

Remote tools

Job description

Service Desk Analyst (1st line) - Not for Profit team

Department: Service Management

Employment Type: Permanent - Full Time

Location: Hybrid

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 Not for Profit team to work with one of our biggest customers in the charity sector. 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

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.