Service Desk Analyst (1st line) - Professional Services in City of London

Hello. Welcome to Wanstor! At Wanstor, we’ve been delivering award-winning IT solutions for over 22 years. 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 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

• 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 organized, 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.

About Wanstor

Wanstor is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field‑based IT Support, we are well placed to meet our customers’ needs for a quick response.

As a service‑centric organisation, we see people as our best competitive advantage as we strive to provide unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person’s potential in building a successful career with Wanstor.

Core Values

• For the changemakers – For those who aren’t afraid to push boundaries and challenge the norm.
• For the go‑getters – We’re driven to stay curious and meet each challenge head‑on.
• For the straight talkers – We’ll always tell you what you need to hear, not what you want to hear.