Provide Level 1/2 Service Desk support for end-user issues across collaboration and productivity services, primarily within Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
Troubleshoot common M365 issues including Outlook profiles and mailboxes, calendar access and sharing, Teams client/meeting issues, and OneDrive/SharePoint access.
Support and maintain collaboration environments through minor M365 configuration changes, feature requests, service enhancements, and security posture improvements under guidance.
Provide support for Audio Visual and meeting room technology, including Teams Rooms, conferencing devices, basic AV troubleshooting, and coordination with AV vendors as required.
Act as an escalation point for the Phone Team, DSOs, and embedded team members on collaboration-related issues, and assist with major incident triage including tenant-wide M365 or conferencing outages.
Document resolutions and contribute to Service Desk knowledge articles, while communicating clearly with users and stakeholders during incidents and service interruptions.

Experience in a Service Desk or Technical Support role (Level 1 or 2).
Practical experience supporting end users with Microsoft 365 applications.
Basic understanding of:
User access and permissions
MFA and modern authentication concepts
Collaboration tools and shared workspaces
Exposure to Teams meetings or meeting room technology (hands-on or support-based).
Confidence using a ticketing system and remote support tools.
Strong customer service skills and clear communication.
Willingness to learn and grow capability across M365 services and AV platforms.
Ability to prioritise work and remain calm during outages or high-impact incidents.

Hybrid working (for majority of our roles) with team anchor days to support collaboration.
Extensive training and development opportunities that enable continual growth as part of your career planning.
Extensive discounts and benefits to maximise your money.
A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

Service Desk Analyst – Digital Workplace

Key skills