Service Desk Analyst (1st line) - Onsite

Department: Service Management

Location: Wanstor London

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! 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.

It's a fantastic environment to work in, with amazing offices in one of London's most iconic buildings and the opportunity to work closely with a successful, fast-growing global business. You'll become part of their day-to-day working environment, building relationships with people across the organisation while also supporting colleagues across their international offices. You'll provide hands-on IT support across everything from laptops and Microsoft 365 to new starter setups, meeting rooms and those urgent I've got a meeting in five minutes problems.

You'll be employed by Wanstor, working as part of the team delivering our client's IT service. 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. You'll need to be approachable, proactive and comfortable dealing face-to-face with people at all levels of the business.

• 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
• Make sure new employees have everything they need to be productive from day one
• 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
• Provide remote support to colleagues across the client's other offices
• Identify recurring problems and suggest ways of improving the service
• Occasionally support events outside standard hours or travel to another client office when needed

• 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
• 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 - you'll care about the person experiencing the problem, not just closing the ticket
• 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 - you'll spot problems and act rather than simply waiting for the next ticket
• A willingness to learn and develop your technical skills

• 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.