Frontline IT Support Analyst: Azure & IT Services

FluidOne; Camberley; On-site; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Subsidised health

Subsidised dental care

Employee Assistance programme (EAP)

Life assurance (3 x salary)

Discount Platform

Breakfast and refreshments

Pension contribution- 5%

Job summary

FluidOne is seeking a proactive IT Helpdesk Analyst to join our UK team. You’ll be the first point of contact, logging, diagnosing and resolving incidents, while handling routine service requests and maintaining high customer satisfaction.

You will collaborate with 2nd/3rd line teams to restore services quickly. You’ll work within a security‑conscious environment, using ServiceNow or JIRA to track issues, and you’ll be expected to learn and adapt in a fast-moving, high‑pressure setting as part

Qualifications

• Proactive IT support experience in a service desk environment.
• Ability to diagnose and resolve hardware, software and network issues.
• Experience with Windows and/or macOS in a corporate setting.
• Familiarity with Active Directory and user management tasks.
• Experience using incident ticketing systems like ServiceNow or JIRA.
• Understanding of TCP/IP, DNS and DHCP basics.
• Ability to troubleshoot email (Outlook/Exchange) issues.
• Previous experience in a similar environment.

Responsibilities

• Log and categorise incidents accurately in the service management tool.
• Perform initial diagnosis and triage; escalate complex issues to 2nd/3rd line as needed.
• Maintain clear, timely communication with customers on incident status.
• Process and fulfil standard service requests (password resets, software installs, access management).
• Utilise and update knowledge base with fixes and troubleshooting steps.
• Prioritise incidents based on impact and urgency to meet SLAs.
• Escalate incidents and requests with complete information for handover.
• Monitor system alerts and report on support activity and performance.
• Contribute to continuous improvement of processes and procedures.
• Document troubleshooting steps and resolutions for future reference.
• Ensure compliance with security policies and data protection obligations.
• Collaborate with other support teams to deliver seamless service.

Skills

Azure

Intune

Defender

Troubleshooting

Windows

macOS

Active Directory

Networking

Outlook

Exchange

Communication

Adaptability

Working under pressure

Tools

ServiceNow

JIRA

Outlook

Exchange

Job description

FluidOne is seeking a proactive IT Helpdesk Analyst to join our UK team. You’ll be the first point of contact, logging, diagnosing and resolving incidents, while handling routine service requests and maintaining high customer satisfaction.

You will collaborate with 2nd/3rd line teams to restore services quickly. You’ll work within a security‑conscious environment, using ServiceNow or JIRA to track issues, and you’ll be expected to learn and adapt in a fast-moving, high‑pressure setting as part