At a Glance
- Tasks: Provide hands-on IT support and troubleshoot issues face-to-face and remotely.
- Company: Join Wanstor, an award-winning IT solutions provider in a dynamic environment.
- Benefits: Enjoy generous time off, continuous learning, and personal development opportunities.
- Other info: Be part of a friendly team with social events and volunteer opportunities.
- Why this job: Work onsite at The Shard and build relationships while solving tech problems.
- Qualifications: Experience in IT support with strong troubleshooting and communication skills.
The predicted salary is between 31500 - 38500 £ per year.
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.
This isn't your typical 1st Line role spent sitting behind a ticket queue. You'll be based onsite at our client's London HQ in The Shard, becoming a familiar and trusted face to the people you support every day. You'll provide hands-on IT support across everything from laptops and Microsoft 365 to new starter setups, meeting rooms and urgent problems.
While London will be your home base, you'll also provide remote support to colleagues across their wider UK and European offices. We're looking for someone who combines good technical fundamentals with brilliant customer service.
What You'll Do
- Be a first point of contact for IT support, both face-to-face and remotely
- Troubleshoot and resolve 1st Line hardware, software, access and connectivity issues
- Support laptops, desktops, mobile devices, printers, peripherals and other workplace technology
- Support Microsoft 365, Windows and common business applications
- Own tickets from initial contact through to resolution or appropriate escalation
- Build, configure and prepare laptops and devices for new starters
- Support user accounts, access and onboarding activities
- Provide hands-on support for meeting rooms, Teams calls, AV and conferencing equipment
- Respond quickly when technology problems affect important meetings or events
- Proactively check equipment and identify potential issues before users are impacted
- Build strong relationships with users, office managers and wider technical teams
- Identify recurring problems and suggest ways of improving the service
- Occasionally support events outside standard hours or travel to another client office when needed
What You'll Need
- Previous experience in a 1st Line, Service Desk, Desktop Support or IT Support role
- Confidence supporting people face-to-face as well as remotely
- Good troubleshooting skills across laptops, desktops, software, peripherals and user access
- Experience working with Windows and Microsoft 365 environments
- A good understanding of Active Directory and/or Entra ID
- Experience logging, managing and owning tickets through a service desk system
- Strong communication skills and the confidence to work with users at all levels
- A customer-first attitude
- The ability to stay calm and professional when something needs fixing quickly
- Good organisation and the ability to manage several priorities at once
- A proactive approach
- A willingness to learn and develop your technical skills
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) - Onsite in London employer: Wanstor
Wanstor is an excellent employer that fosters a collaborative and innovative work culture, where employees are empowered to take ownership of their roles and contribute to meaningful security initiatives. With a strong focus on professional development, team members have access to continuous learning opportunities and the chance to work with cutting-edge Microsoft Security technologies in a dynamic environment. Located in a vibrant area, Wanstor offers a supportive atmosphere that values employee well-being and encourages growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst (1st line) - Onsite in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wanstor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wanstor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst (1st line) - Onsite in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wanstor:Your cover letter is your chance to shine! Tell us why you want to work at Wanstor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wanstor!
How to prepare for a job interview at Wanstor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
