Service Desk Analyst

  • WE
  • London, United Kingdom
  • Jan 20, 2017
Full time Helpdesk

Job Description

Service Desk Analyst

Are you a self-motivated and driven IT professional who enjoys a challenge and loves solving problems? Do you want to work with great people on a meaningful mission while also helping to drive innovation?

WE is a movement that brings people together and gives them the tools to change the world. Our vision is to shift the world from “me” to “we.” Our mission is to empower all people to change the world, locally and globally, achieving transformative outcomes for themselves and others.

WE seeks a Service Desk Analyst to join our Information Service team that supports the organisation’s broad and expanding needs. As part of the team you will have a unique opportunity to help support the rest of the IS team and staff globally, by leveraging emerging and current technologies.  The IS team supports in country and regional offices (troubleshoot printers in the UK office or fix software in Ecuador!).  You will have an opportunity to take your work to the next level – all the while doing meaningful work that makes the world a better place.

The candidate should have a minimum of 2-4 years of work experience in a service desk environment. He or she must be a problem solver in the field of all things computer. The ideal candidate must also be a quick learner and be able to thrive in an environment of change.

This position will be reporting to the Associate Director of Information Systems in Toronto, and the Director of the UK Office. The selected candidate will be responsible for the support, upkeep, improvement and productivity of the UK Office.

A minimum two-year commitment is required.

There is a six (6) month probationary period and salary is negotiable.

This position is based out of WE’s UK London office in Wandsworth and will consist of one to two week onboarding and training at our Global Information Systems in our headquarters in Toronto, Canada.

Join a team that is passionate for what we do and truly makes a difference.


Your Impacts:

End User Support 

  • Oversee the daily operations of all aspects of the Service Desk in UK
  • Support local, international and regional offices remotely through a central Service Desk system
  • Ensure business needs are accomplished in the most cost-effective manner
  • Work closely with the senior management team to help implement technology and processes based on business needs
  • Hold overall vision for computer deployment, asset management, and exit procedures within the UK Office
  • Troubleshoot emergency IS related problems and escalate when necessary
  • Provide backup solutions and services to staff
  • Provide emergency support for visiting Staff, presentations and events
  • Support WE Day UK
  • Train on and maintain current and new application systems and platforms
  • Assist with overall global ticket queue
  • May be required to travel to country offices for support
  • IT Project Management for the UK office
  • Mange and implement office moves or new building buildouts that may occur in the UK
  • Work with the global headquarters to implement new technologies, services, or processes
  • Work with Headquarters to set up mobile devices and maintain organizational security compliance

Printers and Servers and Infrastructure

  • Manage Support Virtualization and server infrastructure with support of Head Office
  • Ensure printers are functioning and serviced and toner supplies are stocked, tracked and managed
  • Build escalation rules for malfunctioning hardware
  • Maintain Wi-Fi and network infrastructure with support of Head Office

 Active Directory, SharePoint and Office 365

  • Provision, configure and maintain user accounts
  • Maintain strict quality control of staff information in company directories
  • Maintain SharePoint sites and security and distribution groups
  • Troubleshoot security and sharing issues
  • Provide remote troubleshooting support
  • Provide backup services of various stakeholder groups

Reporting and Administration

  • Respond to issues and monitor/audit requests
  • Own and maintain the lifecycle of assets in the organization
  • Train co-workers on use and support of implemented technologies
  • Assist in strategic planning for the Information Systems department
  • Manage the creation of standard operating procedure documentation
  • Provide clear and effective communication to the senior team regarding hardware issues, systematic problems and outages


What you bring:

  • Possess a Bachelors or similar diploma in IT or related field
  • Minimum of 2 years previous work experience with troubleshooting, supporting PC’s, laptops and printers
  • Comfortable with tearing down computers and laptops to bare bones and rebuilding or replacing parts
  • Experience working with Microsoft Office 365, Active Directory
  • Knowledgeable in using Microsoft PowerShell for Exchange and Windows Server
  • Enjoy working in a demanding, fast paced work environment and flexible with work hours
  • Some travel may be required to support We Day tour and country support
  • Able to perform well and problem solve in high stress, dynamic and changing situations
  • Comfortable working with external stakeholders and vendors
  • Positive and professional attitude and able to work as a team player
  • Excellent written and oral communication skills
  • Experience with Hyper-V an asset
  • Experience with Cisco Firewalls an asset
  • Knowledge of helpdesk and ticketing tools are an asset
  • ITIL Foundations certification is an asset

 Supplementary Benefits

  • Employer-provided health and dental benefits
  • Generous holiday allowance (20 days annual leave + statutory holidays + office shutdown days during the holiday period between Christmas Eve and New Year’s Day)
  • Birthday’s off!
  • Flexible work hours if on occasion you need to start late or leave early
  • The opportunity to attend We Day our flagship event
  • Staff trip to Kenya and Ecuador with all costs on the ground are covered by the organisation


If invited for an interview, the process is multi-staged; candidates will interview once with the Head of People Operations UK and have a second interview with the Director UK Operations and the Associate Director of Information Systems.  

Unfortunately, we are unable to reimburse any interview expenditure that may be incurred. 

Closing Date: Applications are reviewed as and when they are received so the post may be filled before the advertised closing date.

If you have any access requirements, please notify us in advance and we will do all we can to accommodate you.


Candidates must be eligible to work in the UK. We are an equal opportunities employer. We warmly welcome applications from all sections of the community and aim to promote diversity.


This post is subject to an enhanced DBS check.


What makes us unique…

 Social entrepreneurs Marc Kielburger and Craig Kielburger co-founded WE and WE Charity (formerly Free The Children) 20 years ago and have grown it into a family of organisations, including WE Day and ME to WE. WE Charity was among the first organisations in Canada to turn philanthropy on its head by creating a legally distinct social enterprise, ME to WE. Through the social enterprise, 50% of the profits support WE Charity, while the rest is reinvested in the social enterprise.


We sincerely thank all those who apply, however only those considered for an interview will be contacted.


Desktop Service and Support


Between 21,000 - 25,000 depending on experience

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