Service Desk Analyst; 1st line - Onsite Engineer

Department

Service Management

Hybrid

£26,000 - £29,000 / year

👋 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!

• Respond to client technical issues via phone and email, triage reported problems, resolve them, and, where necessary, escalation to more senior colleagues.
• Log calls using service desk tools ITIL processes, work within these frameworks to deliver customer service levels >90% managing incidents to achieve where possible first call resolution and other company KPIs.
• Maintain good customer relations, including visiting sites within the greater London area.
• Manage user accounts within Office
  365 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.

• 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.

• 🌴 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.