Service Desk Analyst

Wanstor Limited; London; On-site; GBP 25,000 - 29,000; Full time

Job summary

A leading IT solutions provider in London is seeking a skilled Service Desk Analyst to deliver exceptional customer support. This role involves responding to technical issues, managing user accounts, and ensuring high service levels. Ideal candidates should have first line IT support experience and knowledge of ITIL processes. The position offers competitive compensation and generous time off, alongside opportunities for personal development.

Benefits

24 days annual leave plus Bank Holidays

5 paid personal development days

2 paid volunteer days annually

Regular lunch and learn sessions

Friendly team and social events

Qualifications

• Experience with first line IT support.
• Ability to handle incidents and manage changes effectively.
• Excellent customer service skills.

Responsibilities

• Respond to technical issues via phone and email.
• Log calls using service desk tools and ITIL processes.
• Maintain good customer relations, including on-site visits.
• Manage user accounts within Office 365.
• Handle Active Directory and Azure services.

Skills

IT support experience at a 1st line level

Knowledge of ITIL, incident, problem and change management

Desire to provide excellent, proactive customer service

Well organised, able to multitask

Positive and energetic

Tools

Office 365

Active Directory

Intune

Windows Autopilot

Job description

Service Desk Analyst

Department: Service Management

Employment Type: Permanent - Full Time

Location: Wanstor London

Compensation: £25,000 - £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 Professional Services team. This role will see you on site with one of our leading customers where you will be tasked to provide first class support. 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.

Responsibilities

• 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 and ITIL processes, working within these frameworks to deliver customer service levels >90% and managing incidents to achieve first call resolution where possible and other company KPIs.
• Maintaining good customer relations, including visiting sites within the greater London area.
• Managing user accounts within Office 365 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 PCs through Windows Autopilot and Intune.
• Setting up and configuring Windows-based PCs and laptops.

Qualifications

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.