Role Overview We have an exciting opportunity for a Service Desk Analyst to join our Managed Services team. The successful applicant will play a key role in our Service Desk team providing outstanding technical support and delivery of services to our clients. Our services incorporate (but are not limited to) the following technologies: Microsoft Cloud Services M365 (including SharePoint, Dynamics 365, Power Platform) Azure (including Endpoint Manager) Custom and Third-party Solutions Custom ASP.NET Solutions Moodle Directory Service Active Directory This role is office based but can also involve a mix of on-site client work and opportunities to work from home. Responsibilities Investigate and resolve service desk tickets (Incidents and Service Requests) from our customers, ensuring customer service is prioritised. Adhere to service levels for incident resolution and complete service requests, including M365 user licensing. Deliver internal support services for Windows environments including hardware setups and maintenance. Monitor platforms and technologies, respond to Cyber Security alerts, and assist with reporting. Stay informed about supported technologies and engage with clients to discuss solutions and monthly data. About you Embraces Technological Innovation: You are not only passionate about staying abreast of the latest tech trends but also adept at leveraging them to drive business value and enhance user experiences. Prioritises Customer Satisfaction: You take pride in delivering exceptional service, always aiming to understand and fulfil the unique needs of each customer. Excels in Team Settings: Your ability to collaborate effectively with colleagues and contribute to a positive team dynamic is one of your key strengths. Dedicated to Continuous Learning: You view every challenge as a learning opportunity and are committed to continuously improving your skills and knowledge. Champions High-Quality Service: Your commitment to excellence is evident in every task you undertake, ensuring that quality is never compromised. Knowledge and experience of the following would be advantageous: ITIL Foundation level certification 1st or 2nd line IT support experience Experience using and supporting any of the following: Azure, Intune, Dynamics 365, Power Platform Eligible to hold UK Security Clearance What we look for in our people Strong alignment with FSP values and ethos Commitment to teamwork, quality and mutual success Proactivity with an ability to operate with pace and energy Strong communication and interpersonal skills Excellent planning and organisational skills Dedication to excellence and quality Who are FSP? Founded in 2012, FSP Consulting Services (FSP) is a best-in-class digital transformation and cyber consultancy specialist combining real world experience in business strategy, change and adoption and digital solution delivery with a strong culture and social purpose. As a long-standing Microsoft Solutions Partner, our portfolio of modern workplace, cloud, data, and cyber security offerings, alongside trusted managed services delivery, is driving change for high-profile clients in both the public and private sector. Our work is founded on the commitment to deliver positive impact for both organisations and their people. As an employee-first organisation, FSP is committed to creating a culture of True Belonging, Excellence Everywhere, and Creating Opportunity. We are proud to have been recognised by Best Companies™ as a 3-star ‘World Class’ workplace (their highest level of accreditation) in 2024, 2023 and 2022. We were also awarded No.1 Best Company to Work For in the UK, in the Technology sector and in the South-East (Regional League Table) in 2023. We have also been recognised three times as No.1 Best Workplace™ in the UK by Great Place to Work®. Find out more about our awards here: https://fsp.co/awards/ Why work for FSP? At FSP, we are committed to providing: A collaborative and supportive environment in which you can grow and develop your career The tools and opportunity to do work you can be proud of A chance to work alongside some of the best people in the industry, who always seek to share their knowledge and experience Hybrid working – we empower you to make smart choices about when and where to work to achieve great results Industry leading coaching and mentoring Plus the excellent benefits package we offer at FSP Equal and Fair Opportunity FSP is an equal opportunity employer and we welcome applications from all suitable candidates. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief. Research suggests that applicants from underrepresented groups are less likely to apply for roles if they do not precisely meet requirements, or if they felt there were clear barriers as to who should apply. If you are excited about a potential role with us but are concerned that you may not be a perfect fit, please do apply, as you may be the ideal candidate for this role or for a different vacancy within FSP. We endeavour to always provide fair opportunity for applicants to showcase themselves in the best way possible during any interviews or meetings. If you require any adjustments for a call or in-person meeting, please let us know.