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For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for clients.
- Company: Join Wanstor, a leading IT solutions provider with a vibrant team.
- Benefits: Enjoy 24 days annual leave, paid volunteer days, and continuous learning opportunities.
- Why this job: Be the first point of contact and make a real impact on customer experiences.
- Qualifications: Some IT support experience and a passion for excellent customer service.
- Other info: Dynamic work environment with great career growth and team spirit.
The predicted salary is between 25000 - 29000 £ per year.
Overview
Department: Service Management
Employment Type: Permanent – Full Time
Location: Hybrid
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 Professional Services 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
- 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.
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Service Desk Analyst (1st line) - Professional Services 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) - Professional Services
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Wanstor on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to IT support and customer service. We recommend role-playing with a friend to get comfortable with your responses and show off your problem-solving skills.
✨Tip Number 3
Show your passion for technology! During interviews, share examples of how you've tackled tech challenges in the past. This will demonstrate your commitment to providing exceptional support, just like Wanstor values.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Wanstor team.
We think you need these skills to ace Service Desk Analyst (1st line) - Professional Services
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 your knowledge of ITIL processes. We want to see how your skills align with what we do at Wanstor!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for technology and customer service, and explain why you’re excited about joining our Not for Profit team. Let us know how you can make a difference!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've taken ownership of challenges in previous roles. We love candidates who can demonstrate their ability to resolve issues effectively and maintain great customer relations.
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 don’t miss out on any important updates. We can’t wait to hear from you!
How to prepare for a job interview at Wanstor Limited
✨Know Your ITIL Basics
Make sure you brush up on your ITIL knowledge before the interview. Wanstor values candidates who understand incident, problem, and change management processes. Be ready to discuss how you've applied these principles in your previous roles.
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for clients. Prepare examples of how you've provided exceptional customer service in the past. Highlight any situations where you turned a negative experience into a positive one.
✨Demonstrate Technical Proficiency
Familiarise yourself with tools like Office365, Active Directory, and remote support software. Be prepared to talk about your experience with these technologies and how you've used them to resolve issues efficiently.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about the team culture, training opportunities, and what success looks like in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
