Service Desk Analyst (2nd Line)

Overview

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 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.

Role Overview

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

You are required to provide reactive and pro-active technical support services and incident management for the following types of work:

• Monitoring and maintaining systems and networks
• Installation and configuration of systems
• Diagnosing faults on both hardware and software
• Solving technical and application issues by phone, email or in person
• Walking clients through troubleshooting steps
• Re-fitting and/or replacing of client hardware
• Supporting updates and/or roll-outs for client applications (training of users as needed)
• Working to SLA’s
• Prioritising and managing multiple open tickets
• Establishing 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

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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.