M365 Services Analyst

Phoenix Software; Pocklington; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology firm in Pocklington is seeking an M365 Services Analyst to provide high-level support for Microsoft applications. The role includes resolving complex technical issues and maintaining customer service excellence. Ideal candidates will have MSP experience and strong technical knowledge of M365. SC Clearance is required for this position.

Qualifications

• Experience in an MSP environment in a 3rd line support role.
• Broad and up to date technical knowledge of M365.
• Understanding of ITIL.

Responsibilities

• Provide 3rd line support to customers, resolving complex technical issues.
• Collaborate with team members to troubleshoot issues promptly.
• Utilise ITSM tools to log, track, and manage customer tickets.

Skills

3rd line support experience

Technical knowledge of M365

Customer service skills

Problem-solving skills

Attention to detail

Education

SC300, SC400 & MD102 certifications

Tools

ITSM tools

Job description

Overview Of The Role

Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.

We are now looking for an M365 Services Analyst to join our team and be responsible for modern and legacy Microsoft applications.

What will you be doing?

• Provide 3rd line support to customers, resolving complex technical issues related to their M365 and Intune platforms.
• Work with technologies in Microsoft Modern and Legacy application and platform stack: Exchange, SharePoint, Teams / OneDrive, Purview, Defender, Intune, SCCM and to a lesser extent Dynamics, PowerApps's and SQL (in a non-dev capacity)
• Collaborate with team members and customers to troubleshoot and diagnose issues promptly, ensuring timely resolution.
• Utilise ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates.
• Providing excellent customer service via the telephone, ticketing system, email system and face to face.
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.

Why you should apply?

At Phoenix, our philosophy is simple - we aim to be the UK's leading IT solution and managed service provider and that means we recognise that it's our people who are the heart of everything we do.

We do this by providing the encouragement, support and skill development that you need to be the very best you can be at work. We are proud of our culture, so much so that we have developed our Culture Blueprint.

What are we looking for?

• Experience in an MSP environment in a 3rd line support role
• Broad and up to date technical knowledge of M365
• Understanding of ITIL
• Strong attention to detail in logging/updating support tickets and technical documentation.
• Excellent customer service skills & problem-solving skills
• Experience and knowledge working with an ITSM tool.
• Ability to work in a fast-paced environment and to adapt to changing priorities and demands.
• Certifications such as SC300, SC400 & MD102 are very preferable

Practical stuff

This role is located at our HQ in Pocklington (YO42) on a hybrid basis

SC Clearance is required for this role, this means you will need to have lived in the UK continuously for at least 5 years and have no criminal record to achieve the clearance you need for this role. You may also need to gain NPPV3 clearance meaning you will need to undergo further financial and personal checks.

Following a screen with the Recruitment Team you can expect a two-stage interview process

You can read about the benefits on offer here

• Important* BPSS Check

As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check

We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be. We want to encourage you to introduce yourself, even if you don't check every box above.