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Service Desk Analyst (Not for Profit) at Wanstor
London, United Kingdom
Job Descrption
Service Desk Analyst (Not for Profit)
Department: Service Desk NFP
Employment Type: Full Time
Location: Wanstor London
Compensation: £25,000 - £28,000 / year
Description
As our next Service Desk Analyst, you'll be driving exceptional customer service. You will be responsible for troubleshooting clients IT problems and making sure we meet all our client's SLA'sTo excel in this role, you'll need to be empathetic, a good communicator and a problem solver. Working with a team of skilled colleagues, you’ll be responsible for troubleshooting clients IT problems, responding to customers' queries over the phone, updating documentation and knowledge guides, and meeting agreed KPIs. You will be continually collaborating with colleagues to solve problems.
You’re the type of person who enjoys building great relationships with the customer, working quickly and reflects on a situation to look for improvements.
In this role you will have the opportunity learn from skilled colleagues, have exposure to many different areas within IT and have an impact on the decisions being made.
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 will be a person who:- Enjoys providing excellent, proactive, customer service
- Is well organised
- Enjoys working in a fast paced environment
- Is positive and energetic
- Has 2-6 months work experience
- Has basic IT Certification (e.g. CompTIA+ or other IT Qualification / Studies)
- Has a natural interest in developing a career in IT
- Has IT support experience at a 1st line level (desirable)
What we offer you
Here at Wanstor, our purpose is to grow steadily and organically by attracting the very best talent. This is a chance for you to be part of a friendly team of people, with plenty of opportunities for career development.Below are some of the perks we offer you:
- 24 days annual leave, rising by 1 day each year to a maximum of 28 days + Bank Holidays
- Regular lunch and learns from staff and external speakers
- 5 days a year to learn something new
- 2 days to volunteer
- Plenty of team events throughout the year organised by our social team
- A lovely office based in Borough, hosting a great coffee machine and a rooftop terrace
- Vitality health, to make sure you are at your best
- Monthly service desk bonuses
- Hot skills bonuses for successfully passing exams
- Access to LinkedIn learning or Udemy
- A mentoring scheme
Complete form below to directly Send your CV / Linkedin Profile to Service Desk Analyst (Not for Profit) at Wanstor.
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