DESCRIPTION

We are looking for enthusiastic Service Desk Analysts to join our growing team!
As a Service Desk Analyst you will help to ensure the smooth running of IT operations at customer sites. You will take ownership of and manage all requests, managing the process using ITIL Standards through to successful completion. Being the face of Wanstor you will need to make sure that you remain professional and provide a high level of customer service is provided at all times.
Service desk analyst roles are one of the many entry points into a career in IT. A Service Desk Analyst role at Wanstor is the gateway to internal moves into 2nd and 3rd line, Networking, Infrastructure, Security, Development, Team Leading, Project Management and beyond. It will equip you with the skills and experience to fast-track your development into a future leader, whichever stream you choose to follow.

• 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 and ITIL processes, working within these frameworks to deliver customer service 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.
• Configuring Email in MS Outlook/Exchange, including setting up a variety of client devices (laptops, tablets, phones)
• Attending office moves and new site openings for hospitality customers