Service Desk Analyst – Professional Services

Wanstor

. Respond to clients’ technical issues via phone and email .

Posted 10/5/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support with a focus on first-line technical issue resolution, customer service excellence, and effective use of ITIL processes. Proficient in managing user accounts and deploying Windows-based systems while maintaining strong customer relations.

Highest-signal resume keywords

IT Support ExperienceITIL KnowledgeOffice 365 ManagementActive Directory ManagementCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue ResolutionIncident ManagementProblem ManagementChange ManagementUser Account ManagementWindows Autopilot DeploymentIntune ConfigurationMDM Tools UsageRemote Control ToolsService Desk Tools

Soft Skills

Proactive Customer ServiceOrganizational SkillsMultitasking AbilityAutonomous WorkPositive Attitude

Tools & Technologies

Office 365Active DirectoryAzure ServicesWindows-based PCsWindows AutopilotIntuneMDM ToolsService Desk SoftwareChat ToolsRemote Control Software

Industry Keywords

First-Line SupportCustomer RelationsService LevelsKPI ManagementGreater London Area

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Respond to clients’ technical issues via phone and email
Triage reported problems, resolve them, and escalate where necessary to senior colleagues
Log calls using service desk tools and ITIL processes
Work toward customer service levels above 90%, first-call resolution, and company KPIs
Maintain good customer relations, including visiting sites within the greater London area
Manage user accounts and allocate licenses within Office 365
Manage Active Directory and Azure services, including creating user accounts and amending permissions
Use MDM, remote control, and chat tools to resolve user requests
Deploy PCs through Windows Autopilot and Intune
Set up and configure Windows-based PCs and laptops

Requirements

What you’ll need

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
Desire to provide excellent, proactive customer service
Well organised, able to multitask and work autonomously
Positive and energetic
Willingness to work a variety of shifts including weekends

Benefits

Comp & perks

24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays
Regular lunch and learn sessions with internal and external speakers
5 paid days annually for personal development
2 paid volunteer days each year
Social events organised throughout the year