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- Tasks: Provide first-class technical support to leading UK charities and resolve client issues.
- Company: Join Wanstor, an award-winning IT solutions provider with a vibrant team.
- Benefits: Enjoy 24 days annual leave, paid volunteer days, and continuous learning opportunities.
- Why this job: Make a real impact while developing your IT skills in a supportive environment.
- Qualifications: Some IT support experience and a passion for excellent customer service.
- Other info: Be part of a friendly team with exciting social events and career growth.
The predicted salary is between 26000 - 29000 £ per 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.
We’re looking for a Service Desk Analyst to join our Not for Profit team. This role will see you working with some of the UK’s leading charities providing a first‑class support experience. 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
- Respond to client’s technical issues via phone and email, triage reported problems, resolve them, and, where necessary, escalate them to more senior colleagues.
- Log calls using service desk tools and ITIL processes, working within these frameworks to deliver customer service levels >90% and manage incidents to achieve first‑call resolution and other company KPIs.
- 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 creation of user accounts and amending permissions where needed.
- Use remote tools such as MDM, remote control and chat to resolve user requests.
- Deploy PCs through Windows Autopilot and Intune.
- Set up and configure 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.
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.
Service Desk Analyst (1st line) - Not for Profit team employer: Wanstor Limited
Contact Detail:
Wanstor Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (1st line) - Not for Profit team
✨Tip Number 1
Get to know the company culture! Before your interview, check out Wanstor's website and social media. Understanding their values and mission will help you connect with the team and show that you're genuinely interested in being part of their Not for Profit team.
✨Tip Number 2
Practice your problem-solving skills! As a Service Desk Analyst, you'll need to think on your feet. Try role-playing common IT support scenarios with a friend or family member to get comfortable with troubleshooting and communicating solutions.
✨Tip Number 3
Show off your customer service skills! During interviews, share specific examples of how you've gone above and beyond for customers in the past. This will demonstrate your commitment to providing exceptional support, which is key for this role.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it gives you a chance to showcase your enthusiasm for the role and the impact you want to make in the Not for Profit sector.
We think you need these skills to ace Service Desk Analyst (1st line) - Not for Profit team
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Service Desk Analyst. Highlight any relevant IT support experience and showcase your customer service skills. We want to see how you can make a real impact in our Not for Profit team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about IT support and how you can contribute to our mission at Wanstor. Be genuine and let your personality come through!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We love seeing candidates who take ownership and can think on their feet, so don’t hold back on sharing your success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Wanstor!
How to prepare for a job interview at Wanstor Limited
✨Know Your Stuff
Make sure you brush up on your IT support knowledge, especially around 1st line issues. Familiarise yourself with common problems and solutions, as well as the tools mentioned in the job description like Office365, Active Directory, and Windows Autopilot.
✨Show Your Customer Service Skills
Wanstor values exceptional customer service, so be ready to share examples of how you've provided great support in the past. Think about times when you went above and beyond for a client or resolved a tricky issue.
✨Understand ITIL Framework
Since the role involves working within ITIL processes, it’s crucial to have a basic understanding of incident, problem, and change management. Brush up on these concepts and be prepared to discuss how they apply to your work.
✨Be Ready to Multitask
This role requires good organisational skills and the ability to handle multiple tasks at once. During the interview, highlight your experience managing various responsibilities and how you prioritise effectively under pressure.
