IT Helpdesk Analyst

About the Role

As an IT Helpdesk Analyst at Buro Happold, you will keep our global business running smoothly by providing high‑quality 2nd line support to over 3,000 users. Drawing on your technical expertise and problem‑solving skills, you will take ownership of complex incidents, drive service improvements, and help raise capability across the wider IT 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 and any relevant certifications (e.g. CompTIA A+, Microsoft, ITIL Foundation).

At Buro Happold, we create a better, more sustainable world. You’ll join a team that values innovation, collaboration and excellence, and you’ll work in an 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.
• 3 pm finish on the last Friday of the month.
• A strong commitment to continuous development with learning and development programmes that enable and empower you at every career stage.
• Entitlement to two memberships to professional bodies or subscriptions.
• A comprehensive employee assistance programme and wellbeing activities, including mentoring and social outreach activities.
• An international culture that welcomes you wherever your career takes you.

Bring your knowledge and expertise to one of the world’s most respected consultancies.

A place for everyone. We celebrate diversity, inclusion and belonging, and we invite you to join a team that believes in your potential and your right to thrive.