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For Companies At a Glance
- Tasks: Provide first-line IT support, troubleshoot issues, and ensure client systems run smoothly.
- Company: FluidOne is a top-rated provider of Connected Cloud Solutions with a strong focus on customer service.
- Benefits: Enjoy subsidised health care, generous holidays, and a day off for your birthday!
- Why this job: Join a vibrant team in a company ranked among the best to work for in the UK.
- Qualifications: Previous helpdesk experience and a good grasp of Windows and networking technologies required.
- Other info: FluidOne values diversity and encourages applications from all backgrounds.
The predicted salary is between 24000 - 36000 £ per year.
Company Overview
Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 82 for June 2025. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 480 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.
FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.
FluidOne delivers tailored IT solutions across a broad customer base, structured to meet the specific needs of different market segments. For small and medium-sized businesses (SMBs), FluidOne provides comprehensive IT support through its branch network, delivering localised, expert services that ensure security, efficiency, and scalability, providing individual solutions and fully comprehensive managed services. For enterprise clients, FluidOne offers advanced solutions that manage costs, risks and optimise organisational operational performance, providing everything from design and delivery to ongoing support. Specialising in Data & AI (D&AI), managed services, and cloud transformation, FluidOne’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOne’s dual-structured approach ensures all customers—from growing SMBs to large, complex enterprises—benefit from trusted, innovative, and future-ready IT services.
Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Graham Dickie – the management team is backed by Livingbridge to support their ambitious long-term strategy.
Role Overview
You’ll provide a first point of contact support service to our clients ensuring that their IT infrastructure and systems remain operational; this involves you proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the Helpdesk Team Leader, this role is a combination of ongoing proactive monitoring and maintenance as well as business-as-usual support.
Responsibilities
Client Support:
- Providing technical support on incidents and requests received.
- Answering calls and responding to emails that come into the Helpdesk in a friendly and timely manner, providing an empathetic and proactive support to users.
- Liaise with partners/suppliers to bring about a rapid resolution to incidents.
- Following ITIL processes and procedures.
- Proactive contribution to processes ensuring best practice is in place.
- Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs, and SLAs.
- Adhering to quality communication standards defined by FluidOne.
- Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses.
- Undertaking any other duties deemed suitable by management.
- Maintaining job-related training as required by management.
Technical Responsibilities:
- Troubleshooting Networking issues and requests (Firewalls, switches, etc).
- RMM (Remote Monitoring and Management) management.
- Have a good level of technical knowledge of Windows 10, 11 and Microsoft 365 technologies (Exchange Online, SharePoint, OneDrive, Teams plus Office Applications) and to maintain this knowledge by keeping abreast of and understanding new developments.
- To have an intermediate level of technical experience and knowledge of Windows Server 2016/2019, including Active Directory, File Permissions, DHCP/DNS services, Networking (Switches & Access Points) and Internet Connectivity solutions (Routers and Firewalls) and to maintain this knowledge by keeping abreast of and understanding new developments.
Requirements
- Previous experience in a helpdesk role.
Benefits After Probationary Period
- Subsidised health and dental care
- Employee Assistance Programme (EAP)
- Life assurance (3x salary)
- Discount platform
- Pension contribution – 5% company contribution
- Generous holiday entitlement
- One day off for birthday
- Half price internet connectivity
- Ride2Work scheme
- Department incentives
- Volunteer day scheme
How To Apply
Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.
FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age. #J-18808-Ljbffr
1st Line Service Desk Analyst employer: PSU Technology Group Ltd
Contact Detail:
PSU Technology Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL processes and procedures, as this role heavily relies on them. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to best practices in IT support.
✨Tip Number 2
Brush up on your technical knowledge of Windows 10, 11, and Microsoft 365 technologies. Being able to discuss recent developments or features in these areas can set you apart from other candidates.
✨Tip Number 3
Showcase your customer service skills during any interactions with FluidOne. Since the role involves providing empathetic and proactive support, demonstrating your ability to communicate effectively and handle client queries will be crucial.
✨Tip Number 4
Research FluidOne’s company culture and values. Understanding their focus on customer service and innovation will allow you to align your responses in interviews, showing that you’re a good fit for their team.
We think you need these skills to ace 1st Line Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the 1st Line Service Desk Analyst position. Tailor your application to highlight relevant experience and skills that align with the job description.
Craft a Compelling Cover Letter: Your cover letter should not only express your interest in the role but also demonstrate your understanding of FluidOne's values and culture. Mention specific examples from your past experiences that showcase your technical support skills and customer service orientation.
Highlight Relevant Experience: In your CV, emphasise any previous helpdesk or technical support roles you've held. Include specific achievements or projects that illustrate your ability to troubleshoot issues and provide excellent client support, especially in IT environments.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a support role.
How to prepare for a job interview at PSU Technology Group Ltd
✨Understand the Company Culture
FluidOne prides itself on a strong company culture, so make sure you research their values and work environment. Be prepared to discuss how your personal values align with theirs and how you can contribute positively to their team.
✨Showcase Your Technical Skills
As a 1st Line Service Desk Analyst, you'll need a solid understanding of Windows 10, Microsoft 365, and networking issues. Brush up on these topics and be ready to answer technical questions or even troubleshoot a hypothetical scenario during the interview.
✨Demonstrate Excellent Communication Skills
Since you'll be the first point of contact for clients, it's crucial to show that you can communicate effectively and empathetically. Practice answering questions in a clear and friendly manner, and think of examples where you've successfully resolved customer issues.
✨Familiarise Yourself with ITIL Processes
FluidOne follows ITIL processes, so having a basic understanding of these frameworks will give you an edge. Be prepared to discuss how you have applied ITIL principles in previous roles or how you would approach incident management in line with these practices.
