Wanstor

IT Support

• Provide Day-to-day management of the Service Desk function for a subset of customers
• Drive the meeting of customer SLAs and an exceptional customer service,
• Ensure tickets are logged accurately and call queues are managed efficiently,
• Discover and diagnose customer issues effectively
• Undertake a weekly review of team call queues
• Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services. Use the forum for other BAU activities
• Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews.
• Ensure all staff have appropriate training and develop personal development plans to meet future requirements
• Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts
• Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
• Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams

IT Support Lead – 1st Line Team

Security Analyst

• Ongoing administration of customers in Wanstor’s Vulnerability Scanning platforms.
• Monitor and manage the Microsoft Security platform for incidents or triage them providing initial incident response where applicable.
• Liaise with stakeholders and end users in relation to security issues and work to remediate them.
• Keep up to date with the latest security and technology developments.
• Be aware of emerging cyber security threats.