1st Line Support Analyst in Glasgow

Company Overview: Established in 2006, FluidOne is an award-winning provider of Connected Cloud solutions with a £109m turnover at March 2024 and one of the consistently highest Net Promoter Scores (NPS) in the industry, securing 87 for January 2024. 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 500 staff and was ranked as a 2 star accredited outstanding company to work for in the Best Companies to work for awards 2023. FluidOne supports the needs of 2,500 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS.

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:

• Incident Logging and Categorisation: Accurately log and categorise incidents in the service management tool, ensuring all necessary details are recorded.
• Initial Diagnosis and Triage: Perform initial diagnosis of incidents to determine their root cause and escalate complex issues to appropriate 2nd or 3rd line support teams if necessary.
• Customer Communication: Maintain clear, professional, and timely communication with customers, keeping them informed of the status and progress of their incidents and requests.
• Service Request Fulfilment: Process and fulfil standard service requests such as password resets, software installations, and access management.
• Knowledge Base Utilisation: Utilise the knowledge base to resolve common issues and update it with new solutions and troubleshooting steps for future reference.
• Prioritisation of Incidents: Prioritise incidents based on their impact and urgency to ensure critical issues are addressed promptly.
• Adherence to SLAs: Ensure that all support activities comply with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Customer Satisfaction: Strive to provide a high level of customer satisfaction through efficient and effective resolution of issues and by delivering exceptional service.
• Escalation Management: Escalate incidents and service requests to higher-level support or management when required, ensuring a seamless handover with all relevant information.
• Monitoring and Reporting: Monitor system alerts and performance metrics to proactively identify potential issues and generate regular reports on support activities and performance.
• Process Improvement: Participate in continuous improvement initiatives by identifying areas for process improvement and suggesting enhancements to existing procedures.
• Incident Documentation: Document all troubleshooting steps, resolutions, and workarounds accurately within the service management tool for future reference and analysis.
• Security Compliance: Ensure that all support activities comply with organisational security policies and procedures, including data protection and access controls.
• Collaboration with Teams: Work collaboratively with other support teams, including 2nd and 3rd line support, to resolve complex issues and ensure seamless service delivery to customers.

Requirements:

• Basic knowledge of Microsoft Azure, Intune and Defender
• Proficiency in troubleshooting and providing support for hardware, software, and network issues.
• Knowledge of Windows and/or macOS operating systems.
• Familiarity with Active Directory and user management tasks.
• Experience with ticketing systems (e.g., ServiceNow, JIRA) for incident management.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
• Ability to diagnose and resolve issues related to email (Outlook, Exchange) and other productivity tools.
• Previous experience of working in a similar environment
• Excellent written and oral communication
• Good numeracy skills
• Open to change and willingness to learn
• Ability to work in a high-pressure environment
• Excellent customer service skills

Benefits after probationary period:

• Subsidised Health and subsidised dental care
• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Discount Platform
• FluidOne breakfast and refreshments on working 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