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- 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 supportive work environment.
- 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 understanding 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.
Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110mturnover 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)
- Pension contribution – 5% company contribution
- Generous holiday entitlement
- One day off for birthday
- Half price internet connectivity
- Department incentives
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.
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1st Line Service Desk Analyst employer: FluidOne
Contact Detail:
FluidOne 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 requires adherence to these standards. Understanding how ITIL frameworks work will not only help you in the interview but also demonstrate your commitment to best practices in IT service management.
✨Tip Number 2
Brush up on your technical knowledge of Windows 10, 11, and Microsoft 365 technologies. Being able to discuss specific features or recent updates during your conversation can show your enthusiasm and readiness for the role.
✨Tip Number 3
Prepare to discuss your previous helpdesk experience in detail. Think of specific examples where you successfully resolved incidents or improved processes, as this will highlight your problem-solving skills and ability to work under pressure.
✨Tip Number 4
Showcase your communication skills by practising how you would explain technical issues to non-technical users. FluidOne values quality communication, so being able to convey complex information simply will set you apart from other candidates.
We think you need these skills to ace 1st Line Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in helpdesk roles and technical support. Emphasise your familiarity with Windows 10, Microsoft 365, and networking issues, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for FluidOne and its commitment to customer service. Mention specific examples of how you've provided excellent support in previous roles and how you align with their company culture.
Highlight ITIL Knowledge: Since the role involves following ITIL processes, make sure to mention any relevant training or experience you have with ITIL methodologies. This will show that you understand the importance of structured support processes.
Proofread Your Application: Before sending your application, double-check for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for a role that requires effective communication.
How to prepare for a job interview at FluidOne
✨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 IT systems. Brush up on your knowledge of Windows 10, Microsoft 365, and networking basics. Be ready to answer technical questions or even troubleshoot a hypothetical issue 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 clearly and empathetically. Practice explaining technical concepts in simple terms and be prepared to share examples of how you've successfully helped users in the past.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of examples from your previous experience where you identified and resolved technical issues efficiently. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
