At a Glance
- Tasks: Provide top-notch IT support and resolve client technical issues with a smile.
- Company: Join Wanstor, a leading IT solutions provider with over 22 years of experience.
- Benefits: Enjoy generous time off, continuous learning, and personal development opportunities.
- Other info: Friendly team culture with social events and volunteer opportunities.
- Why this job: Be the first point of contact for customers and make a real difference in their day.
- Qualifications: 1st line IT support experience and a passion for excellent customer service.
The predicted salary is between 28800 - 43200 £ per year.
Department: Service Management
Location: Hybrid
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
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) - Professional Services
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Wanstor values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Wanstor might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Wanstor!
✨Direct Apply to Wanstor
Let's not forget to apply directly through the Wanstor website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Analyst (1st line) - Professional Services
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Wanstor.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Wanstor. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Wanstor
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
