1st Line Support Analyst

Established in 2006, Fluid One 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. Fluid One has a strong company culture enjoyed by 460 staff across offices across the UK.

Fluid One 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, Fluid One’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.

Fluid One 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), Fluid One 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, Fluid One 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, Fluid One’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. Fluid One’s dual-structured approach ensures all customers – from growing SMBs to large, complex enterprises – benefit from trusted, innovative, and future‑ready IT services.

You’ll provide a first point of contact support service to our clients ensuring that their IT infrastructure and systems remain operational; this involves you proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the Helpdesk Team Leader, this role is a combination of ongoing proactive monitoring and maintenance as well as business‑as‑usual support.

• Incident Logging and Categorisation:
  Accurately log and categorise incidents in the service management tool, ensuring all necessary details are recorded.
• Initial Diagnosis and Triage:
  Perform initial diagnosis of incidents to determine their root cause and upscale complex issues to appropriate 2nd or 3rd line support teams if necessary.
• Customer Communication:
  Maintain clear, professional, and timely communication with customers, keeping them informed of the status and progress of their incidents and requests.
• Service Request Fulfilment:
  Process and fulfil standard service requests such as password resets, software installations, and access management.
• Knowledge Base Utilisation:
  Utilise the knowledge base to resolve common issues and update it with new solutions and troubleshooting steps for future reference.
• Prioritisation of Incidents:
  Prioritise incidents based on their impact and urgency to ensure critical issues are addressed promptly.
• Adherence to SLAs:
  Ensure that all support activities comply with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Customer Satisfaction:
  Strive to provide a high level of customer satisfaction through efficient and effective resolution of issues and by delivering exceptional service.
• Escalation Management:
  Escalate incidents and service requests to higher‑level support or management when required, ensuring a seamless handover with all relevant information.
• Monitoring and Reporting:
  Monitor system alerts and performance metrics to proactively identify potential issues and generate regular reports on support activities and performance.
• Process Improvement:
  Participate…