M365 Service Desk Analyst

Salary: £35,000 – £37,000

Location: Remote-based in England. Will be required to be on-site occasionally for client support in Greater London.

We’re looking for someone who can deliver great technical support to our clients and our internal teams. Reporting to the Head of Client Experience, you’ll help build out and deliver our approach to client support and internal IT at Silicon Reef, which maintains our strong standard for client expectation setting and relationship management.

You will:

• Provide frontline technical support for our clients, supporting the solutions and products that have been delivered.
• Triage incoming issues and escalate appropriately.
• Resolve client issues via email, voice, and video conferencing.
• Administer Silicon Reef internal IT services (such as our Devices, M365 tenant, Azure, and business SaaS applications).
• Find ways to minimise tickets from being raised (for example, by creating and updating Knowledge Base Articles to help our clients (self-serve or writing documentation to share with End User 1 st and 2 nd Line Service Desk).
• Help clients by delivering small projects above and beyond issues raised in tickets.
• Find improvements in the services we deliver (and implement them).
• Work with Product and Development teams to help them understand incoming issues and how to prevent them.
• Learn about the Products and Services we sell, how they work, and how to troubleshoot them.
• Support our product team and developer team with the testing and quality assurance of products and custom solutions.
• Keeping our Support Services and Product clients informed (by preparing reports on their issues raised and resolved).
• Keep the internal stakeholders informed of issue progress across all clients.

Essential Skills, Traits & Experience

• Prior experience in a support/service desk role, or similar customer-facing roles (1st line & 2nd line)
• Proficiency in SharePoint administration, including site collection administration, user management, and content management.
• Strong understanding of SharePoint features such as document management, collaboration tools, and workflow automation.
• Excellent troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Effective communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organisation.
• Ability to work independently and collaboratively in a fast-paced environment, prioritising tasks effectively to meet deadlines.
• A good understanding of M365 (Microsoft 365) applications, particularly SharePoint Online, Power Apps, and Azure Active Directory.
• Always looking to make things better (a process, a knowledge base article, a support flow).
• A desire to help and deliver great support for clients.
• Excellent listening, written, and verbal communication skills.
• Self-starter – you’ll be working alone sometimes and need to be comfortable managing your workload.

Preferred Skills, Traits & Experience

• Prior experience in a support/service desk role, or similar customer-facing roles (3 rd line) & including ITIL foundation certification.
• Experience with Microsoft Power Platform (such as triaging Power Apps, Power Automate flows, Power BI, etc).
• Experience working with Developers and Consultants on knowledge transfer.
• Experience with administering or supporting Intune, Teams, and Azure cloud services.
• Knowledge of HTML, CSS and JavaScript to help triage and resolve coding issues.
• Knowledge of PowerShell.
• A desire to understand why something behaves like it does and find the root cause.