Service Desk Analyst - Hospitality team

Wanstor; Greater London; On-site; GBP 26,000 - 29,000; Full time

Benefits offered by this job

24 days of annual leave

5 paid days for personal development

2 paid volunteer days

Friendly team and social events

Job summary

A leading IT solutions provider in Greater London is seeking a Service Desk Analyst for their Hospitality Team. The successful candidate will be responsible for responding to technical issues, maintaining good customer relations, and managing user accounts. Candidates should have 1st line IT support experience, ITIL knowledge, and excel in providing proactive customer service. The position offers generous time off, opportunities for continuous learning, and personal development, fostering a supportive team environment.

Qualifications

• Experience managing user accounts within Office365 and allocating licenses.
• Familiarity with remote tools such as MDM, Remote control & Chat.
• Willingness to work a variety of shifts including weekends.

Responsibilities

• Respond to client technical issues via phone and email.
• Log calls using service desk tools and follow ITIL processes.
• Maintain good customer relations, including on-site visits.

Skills

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

Knowledge of ITIL, incident, problem, and change management

Desire to provide excellent, proactive customer service

Ability to multitask and work autonomously

Positive and energetic attitude

Tools

Office365

Active Directory

Windows PCs

Intune

Job description

Service Desk Analyst – Hospitality Team

Department: Service Desk - Hospitality

Location: Wanstor London

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

👋 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!

What You'll Do

• Respond to client technical issues via phone and email, triage reported problems, resolve them, and, where necessary, escalated to more senior colleagues.
• Log calls using service desk tools, follow ITIL processes, and work within these frameworks to deliver customer service levels above 90% and manage incidents to achieve first‑call resolution and other company KPI’s.
• Maintain good customer relations, including visiting sites within the greater London area.
• Manage user accounts within Office365 and allocate licenses.
• Manage Active Directory and Azure services, including the creation of user accounts and amending permissions where needed.
• Use remote tools such as MDM, Remote control & Chat to resolve user requests.
• Deploy Windows PCs through Autopilot and Intune.
• Set up and configure Windows‑based PCs and laptops.

What You'll Need

• 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.