IT Help Desk & Incident Response Specialist

FluidOne; Brighton; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

EAP

Life assurance 3x salary

Discount Platform

5% pension contribution

Generous Holiday Entitlement

Birthday day off

Half price internet connectivity

Ride2Work scheme

Volunteer day scheme

Job summary

FluidOne is seeking an IT Helpdesk Support specialist to act as the first point of contact for client IT infrastructure. You will proactively monitor and resolve incidents, perform triage, and guide customers through resolutions ensuring minimal downtime.

The role emphasizes strong communication, knowledge of Windows servers/workstations, wireless networks, and Microsoft 365. It offers a comprehensive benefits package and a collaborative team environment in the UK."

Qualifications

• Basic IT concepts including Windows Server/Workstation and networking
• Experience configuring Windows networks/domains and wireless tech
• Knowledge of Microsoft 365 applications is essential

Responsibilities

• Log and categorise incidents accurately in the service management tool
• Perform initial diagnosis and triage, escalate complex issues
• Communicate clearly with customers and keep them updated
• Process standard service requests like password resets and software installs
• Update knowledge base with new fixes and steps
• Prioritise incidents by impact and urgency
• Follow SLAs and OLAs and ensure service quality
• Escalate issues to higher support levels when needed
• Monitor alerts and prepare regular activity reports
• Suggest process improvements and document troubleshooting steps
• Ensure compliance with security policies during support
• Collaborate with 2nd/3rd line teams to resolve issues

Skills

Basic IT knowledge

Windows OS

Networking basics

Unifi knowledge

Microsoft 365

Customer service

Tools

Windows Server

Active Directory

Microsoft 365

Unifi / Ubiquiti

Job description

FluidOne is seeking an IT Helpdesk Support specialist to act as the first point of contact for client IT infrastructure. You will proactively monitor and resolve incidents, perform triage, and guide customers through resolutions ensuring minimal downtime.

The role emphasizes strong communication, knowledge of Windows servers/workstations, wireless networks, and Microsoft 365. It offers a comprehensive benefits package and a collaborative team environment in the UK."