Service Desk Analyst (2nd Line)

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 500 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.

FluidOne supports the needs of 2,400 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.

As a competent Service Desk Analyst you will be able to provide IT consultancy services to the full range of FluidOne Chorley clients. You will effectively support clients as requested in a timely manner in line with the client’s support contracts.

Responsibilities:

• Provide reactive and pro-active technical support services and incident management.
• Monitor and maintain systems and networks.
• Install and configure systems.
• Diagnose faults on both hardware and software.
• Solve technical and application issues by phone, email or in person.
• Walk clients through troubleshooting steps.
• Re-fit and/or replace client hardware.
• Support updates and/or roll-outs for client applications (training of users as needed).
• Work to SLA’s.
• Prioritise and manage multiple open tickets.
• Establish good working relationships with clients.

You will also:

• Take details of any problem or service requirement from clients even if they fall outside of your remit – then escalate these appropriately to the relevant team.
• Take ownership of tickets as appropriate and continue to own the task until completed even if elements of the work are delegated to others.
• At times, be required to work out of the Office, at Client sites or our Core site. This will require travel, possible overnight stays and has potential for working out of office hours.

Requirements:

• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external clients (up to senior management levels, using appropriate and professional language).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out tasks to completion within parameters and instructions given, prescribed routines, and standard accepted practice.
• Proven experience in an IT Support Role and Team.

Benefits after probationary period:

• Subsidised health and dental care.
• Employee Assistance Programme (EAP).
• Life assurance (3x salary).
• Discount platform.
• FluidOne breakfast and refreshments on office days.
• Pension contribution – 5% company contribution.
• Generous holiday entitlement.
• One day off for birthday.
• Half price internet connectivity.
• Ride2Work scheme.
• Department incentives.
• Volunteer day scheme.