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- Tasks: Provide 1st line IT support, resolving client issues and managing user accounts.
- Company: Join Wanstor, an award-winning IT solutions provider with a vibrant team.
- Benefits: Enjoy 24 days annual leave, continuous learning, and paid volunteer days.
- Why this job: Kickstart your tech career in a supportive environment with growth opportunities.
- Qualifications: Experience in IT support and a passion for excellent customer service.
- Other info: Be part of a friendly team with exciting social events throughout the year.
The predicted salary is between 26000 - 29000 £ per year.
Department: Service Management
Location: Hybrid
Compensation: £26,000 - £29,000 / year
Overview: At Wanstor, we’ve been delivering award‑winning IT solutions for over 22 years. 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.
What You’ll Do:
- Respond to client technical issues via phone and email, triage reported problems, resolve them, and escalate to more senior colleagues where necessary.
- Log 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 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 the creation of user accounts and amendment of permissions where needed.
- Use remote tools such as MDM, Remote control & 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:
- 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.
Service Desk Analyst (1st line) - Onsite Engineer employer: Wanstor
Contact Detail:
Wanstor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (1st line) - Onsite Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at Wanstor on LinkedIn or other platforms. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by brushing up on ITIL processes and common service desk scenarios. We want you to show off your problem-solving skills and customer service attitude!
✨Tip Number 3
Don’t just wait for job postings! Keep an eye on our website and apply directly. It shows initiative and helps us see your enthusiasm for joining the team.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple way to express your appreciation and keep your name fresh in the interviewers' minds!
We think you need these skills to ace Service Desk Analyst (1st line) - Onsite Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your IT support experience and any relevant skills, like your knowledge of ITIL processes. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for technology and customer service. Let us know why you’re excited about joining Wanstor and how you can contribute to our success.
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 demonstrate their proactive approach to problem-solving.
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. Plus, we love seeing applications come in through our own channels!
How to prepare for a job interview at Wanstor
✨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
Since this role is all about providing excellent customer service, think of specific examples where you've gone above and beyond for a client. Highlight your proactive approach and how you’ve managed to maintain good customer relations in challenging situations.
✨Familiarise Yourself with Tools
Get comfortable with the tools mentioned in the job description, like Office365, Active Directory, and Windows Autopilot. If you can, practice using remote support tools as well. Being able to speak confidently about your experience with these technologies will impress the interviewers.
✨Prepare for Scenario Questions
Wanstor may ask you to solve hypothetical technical issues during the interview. Prepare for this by thinking through common 1st line support scenarios and how you would handle them. This will demonstrate your problem-solving skills and ability to think on your feet.