IT Helpdesk Analyst

IT Helpdesk Analyst – Buro Happold

Join the Buro Happold Team as an IT Helpdesk Analyst. The role can be based in Bath, London, Manchester or Leeds on a hybrid working model.

We’re looking for an experienced IT Helpdesk Analyst to join our UK‑based IT team, delivering responsive and effective 2nd line technical support to over 3,000 users globally. This is a fantastic opportunity to play a key role in improving IT service efficiency and supporting knowledge sharing across our Helpdesk team.

• Deliver 2nd line support via our ticketing system, phone and remote tools, ensuring escalated issues are progressed and resolved in line with agreed SLAs.
• Perform deeper diagnostics, user management and troubleshooting across Microsoft 365, Exchange Online, Active Directory and SharePoint.
• Manage and triage the 2nd line queue, collaborating with Infrastructure, Business Systems and regional support teams where further escalation is needed.
• Support the rollout of system changes and minor configuration tasks under the guidance of senior technical staff.
• Document fixes, contribute to the internal IT knowledge base and help identify recurring issues to drive root‑cause analysis and service improvements.

• Strong troubleshooting and problem‑solving skills, particularly across Microsoft 365 services, with experience supporting Active Directory, Exchange Online and SharePoint.
• Confidence using an ITSM/ticketing platform (e.g., Service Now), with the ability to manage service queues and clearly document issues and resolutions for technical and non‑technical audiences.
• Experience in a 2nd line or similar technical support role, ideally with familiarity with ITIL/ITSM practices.
• Helpful but not essential: exposure to ERP/HR systems (such as Vantagepoint or Unit4), Microsoft 365 Defender, and participation in service improvement initiatives, plus good secondary education (A Levels, HND/C or degree) and any relevant certifications (e.g., CompTIA A+, Microsoft, ITIL Foundation).

At Buro Happold, we believe in creating a better, more sustainable world. You’ll be part of a team that values innovation, collaboration, and excellence. We offer a supportive environment where your contributions make a real difference.

• Hybrid working arrangements.
• Holiday entitlement of 25 days per annum (exclusive of bank holidays) and flexible holiday arrangements.
• Generous company pension scheme.
• Flexible benefits including cycle scheme, dental insurance, optical cover, travel insurance, season ticket loans, and corporate discounts.
• Enhanced parenthood leave policies.
• 3pm finish on the last Friday of the month.
• A strong commitment to your continuous development. Whatever stage in your career, we have a learning and development programme that will enable and empower you.
• Entitlement to two memberships to professional bodies or subscriptions.
• A commitment to your wellbeing through a comprehensive employee assistance programme and wellbeing activities. A supportive and inclusive environment that will welcome you through social and outreach activities from the Young Employees Forum to mentoring.
• An international culture that wherever your career takes you at Buro Happold, you won’t be far from the exceptional.

We welcome applications from those who are seeking flexibility in their careers and are committed to fostering an inclusive environment that embraces diversity. If you need any adjustments to the application process, please let us know. Contact