1st and 2nd Line Technical Consultants

1st and 2nd line Technical consultants working on service desk and at customer sites in London

The Role includes taking responsibility for the smooth running of IT operations within customer sites to which you have been assigned. You will need to take ownership of and manage all requests, managing the process through to successful completion, whilst ensuring a consistently high level of customer service at all times. You will be a key part of a growing team of skilled analysts working on a 24×7 help desk who have a great deal of knowledge and experience to help you succeed and grow in a career the IT field.

Summary of the Job Function or Main Purpose of the Job

Service Desk Technical Support and Client Liaison: 70%
On Client Sites working on Projects and Support: 20%
Planning Work with other Staff Members: 10%

Typical activities
Responding to issues via phone and email, triaging reported issues and resolving them, escalating them where necessary. Communicating with our customers and end users, keeping them up to date. Setting up and configuring Windows based PCs and laptops. Configuring and troubleshooting network connections in a LAN, WAN or in a DSL environment. Monitoring and maintaining scheduled backups in VMware and Windows networks. Monitoring our customer infrastructure using the company’s monitoring tools. Maintaining good customer relations, including visiting sites within the greater London area. Configuring Email in MS Outlook/Exchange, including setting up a variety of client devices (laptops, tablets, phones).

You will be required to:

Report on the progress of your work to your manager. On a regular basis a written report will be requested and a formal meeting will take place in which the company’s progress will be reviewed.
Attend staff meetings and training as required.

Qualifications/Training
As a Service Desk Analyst you will be required to maintain an up-to-date knowledge of the IT industry and the skills necessary to offer consultancy to Wanstor’s clients. It is expected that you will over time attain Microsoft qualifications, and develop your skills in other areas.

Attributes
Previous experience of IT support and projects. Knowledge of supporting Windows /7/8/10 in a Microsoft domain environment. Knowledge of deploying and troubleshooting/maintenance of hardware. Good interpersonal skills with a focus on relationship building, listening and questioning skills. Desire to give excellent, proactive, customer service. Good spoken and written English, articulate. Ability to work autonomously. Well organised and thorough eye for detail. Knowledge of networking and network troubleshooting. Desirable Additional Attributes Microsoft technical qualifications. Experience of Microsoft server operating systems and technologies. Knowledge of ITIL. A high standard of educational achievement

Performance
Your effectiveness and efficiency, in dealing with support queries including escalating these when you are unable to resolve them yourself. Your ability to resolve technical problems within client networks according to Wanstor’s SLA’s and client expectations.

Your performance as a Service Desk Analyst will be based on a number of criteria. These will include the following:
The ability to work with other members of staff.
Customer satisfaction surveys undertaken routinely by Wanstor.
Adherence to Wanstor’s standard procedures as they apply to your role, and in particular: Logging service desk calls. Recording your work.

Wanstor is an IT Solutions Company celebrating their 13th year in business. The company has grown year on year and now has a service team of over 110 staff. With IT Support Offices in central London and Manchester 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 provide a full support service which includes 24-hour help-desk, 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. We are a growing company with dedicated teams managing networks, storage and collocation.

Our customers are some of the biggest Brand Names in the UK, and our consultants some of the most skilled networking experts. As a service centric organisation, we see our people as our best competitive advantage as we strive to provide an unsurpassed service to our customers. We expect a lot from our people, but at the same time we are extremely supportive as we look to help them realise their potential and build a successful career with Wanstor.

We offer exciting and challenging opportunities that enable people to develop personally and professionally, while making a real difference to both Wanstor and our customers. This is aided by our friendly and supportive culture. Secondly, we provide an environment where you can work hard and play hard.

Our diverse team of people are among the best in their field. They invest time understanding and gaining insight into our customer’s business strategy, operations and goals, before providing innovative and practical solutions tailored to our customers’ needs, making them more competitive, efficient and ultimately more successful. Everyone who works for Wanstor, at every stage, enjoys the challenge of providing the highest level of service to our customers. Collectively, that dedication leads to our success as an organisation.

Our Core Values are Respect, Honesty, Service Excellence, and Continuous Improvement.

We respect and value those we work with and the contribution that they make. We build trust with our colleagues, customers and partners and try out alternative perspectives that put our shared interests ahead of any individual needs. We honour our commitments, challenge things we believe to be wrong and are open to be challenged. Our clients are at the centre of what we do. We invest the time to understand customers’ needs, and regardless of the role, Wanstor always strives to surpass our customers’ expectations.

Wanstor creates an environment to attract and keep the best people, those who share our values. We leave things better than we found them.
We currently have a number of vacancies for service desk analysts

Do you believe that you have what it takes to join the team at Wanstor