Official Specifications
Role Overview & Mandate
Executive Summary
Description Summary We are an award-winning IT managed services provider...
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Description
Summary
We are an award-winning IT managed services provider based in London. As part of our continued expansion we are now recruiting for career minded individuals with a passion for IT to join our growing team.
Our Service Desk Analysts 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.
These roles are one of the many entry points into a career in IT and, with Wanstor, these are a gateway to internal promotions to 2nd and 3rd line, Networking, Infrastructure, Security, Development, Team Leading, Project Management and beyond.
You will be equipped with the skills and experience to fast-track your development into a future leader, whichever stream you choose to follow.
You will be equipped with the skills and experience to fast-track your development into a future leader, whichever stream you choose to follow.
Key Responsibilities
- 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
About You
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
What we offer you
Wanstor is a sociable organisation and want to make sure everyone feels part of the team. Below are some of the perks we offer you:
- We have regular lunch and learns from staff and external speakers
- Flexible working options
- 24 days holiday plus bank holidays. Holiday allowance rises by one day each year to a maximum of 28 days per year.
- We offer everyone 5 days a year to learn something new
- We provide 2 days to volunteer
- We value great customer service and therefore we offer a customer experience related bonus
- We are a friendly team and have several team events throughout the year organised by our social team
- We have two lovely offices based in Borough and Twickenham, hosting a great coffee machine and a rooftop terrace
- Wellbeing is important to us so we have a dedicated team of wellbeing members, who meet regularly to discuss how we can support our staff
- Vitality health, to make sure you are at your best
About Wanstor
Wanstor is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field-based IT Support, we are well placed to meet our customers’ needs for a quick response.
We provide a range of hosted and deployed services for customers small and large. Our hosted solutions include hosted Email (Hosted Exchange), Hosted online back-up, Hosted Desktop, and Hosted Network Monitoring. Wanstor provides a full support service which includes a 24-hour helpdesk, network monitoring and on-site support.
Wanstor’s clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions.
Wanstor’s clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions.
We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country.
As a service-centric organisation, we see people as our best competitive advantage as we strive to provide unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person’s potential in building a successful career with Wanstor.
Core Values
We align ourselves to a core set of values & behaviours:
- Customer Advocates: Put customers at the heart of what you do, to consider their needs with every decision you make
- Proactive: Leave things better than you found them. Drive change, don’t just talk about it.
- Growth Mind-set: Learn on reflection, embrace change, and seek to continuously improve. Take opportunities to share knowledge with others
- Trust: Do what is right, not what is easy. Instil confidence through proactive communication.
- Winning Teams: Don’t settle for average, inspire others with your ambition and enthusiasm.
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