Service Desk Analyst (2nd Line)

Company Overview:Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a turnover in excess of £100m, and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff across offices across the UK.FluidOne supports the needs of 2,000+ customers, and 200 channel resellers, with Secure Networking, IT Services and Cyber Security managed services. 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 infrastructures; 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.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 clientsYou 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 serviceAbility to work independently and to carry out tasks to completion within parameters and instructions given, prescribed routines, and standard accepted practiceProven experience in an IT Support Role and TeamBenefits after probationary period:Subsidised health and dental care Employee Assistance Programme (EAP)Life assurance (3x salary)Sodexo discount platform FluidOne breakfast and refreshments on office days Pension contribution – 5% company contributionGenerous holiday entitlementOne day off for birthdayHalf price internet connectivityRide2Work schemeDepartment incentivesVolunteer day scheme