Frontline IT Support Analyst: AI-Ready Cloud Care

FluidOne; Camberley; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Subsidised Health

EAP (Employee Assistance Programme)

Life assurance (3 x salary)

Discount Platform

Pension contribution 5%

Job summary

FluidOne is hiring a Helpdesk/Support Analyst to join our UK team. You will be the first point of contact for clients, keeping IT infrastructure operational by investigating, logging, and resolving incidents and requests.

You will report to the Helpdesk Team Leader, performing proactive monitoring and business-as-usual support, while adhering to SLAs and collaborating with 2nd/3rd line teams.

Qualifications

• Experience in IT support roles.
• Familiar with Azure/Intune/Defender.
• Experience with ticketing systems.
• Knowledge of Windows and macOS, networking basics.
• Ability to work under pressure and adapt to change.

Responsibilities

• Log and categorise incidents in the service management tool.
• Diagnose incidents and escalate as needed to 2nd/3rd line support.
• Communicate with customers clearly and timely.
• Fulfil standard service requests (password resets, software installs, access management).
• Utilise knowledge base and update it with new solutions.
• Monitor alerts and generate performance reports.
• Adhere to SLAs/OLAs.
• Collaborate with other teams to ensure seamless service delivery.

Skills

Troubleshooting

Customer service

Communication

Open to learning

Ability to work under pressure

Tools

ServiceNow

JIRA

Azure

Intune

Defender

Active Directory

Job description

FluidOne is hiring a Helpdesk/Support Analyst to join our UK team. You will be the first point of contact for clients, keeping IT infrastructure operational by investigating, logging, and resolving incidents and requests.

You will report to the Helpdesk Team Leader, performing proactive monitoring and business-as-usual support, while adhering to SLAs and collaborating with 2nd/3rd line teams.