Service Desk Analyst (1st line) - Not for Profit team

Wanstor is seeking a Service Desk Analyst to support their Not for Profit team, providing first-line technical support to a major charity sector customer. You'll be the primary point of contact for users experiencing IT issues, handling requests via phone and email, triaging problems, and resolving them where possible on first contact. The role involves working within ITIL frameworks to meet service level targets above 90%, using ticketing systems to log and track incidents, and escalating complex issues to senior colleagues when needed.

Your day-to-day work will span user account management in Office365 and Active Directory, Azure administration, PC deployment through Windows Autopilot and Intune, and hands-on configuration of Windows devices. You'll use remote support tools including MDM, remote control software, and chat to assist users, and occasionally visit customer sites in the greater London area to maintain strong relationships. The position requires you to be well-organized, capable of multitasking independently, and committed to proactive customer service in a fast-paced environment.

This role suits someone with foundational IT support experience who is ready to develop further skills in a supportive setting. You should have some familiarity with ITIL processes, take ownership of stakeholder needs, and be comfortable working varied shifts including weekends. Wanstor offers 24 days of annual leave (increasing to 28), five paid development days per year, two paid volunteer days, lunch-and-learn sessions, and team social events.