Cloud Service Desk Specialist
Location: Reading
Employment Type: Full-Time, Onsite (Hybrid available after probation)
About the Role
We're looking for an experienced and customer-focused Cloud Service Desk Specialist to join an established technical support team in Reading. This role is the first point of contact for all cloud and M365-related support requests from channel partners and Managed Services customers.
You'll be responsible for diagnosing, troubleshooting, and resolving issues across M365, Azure, and Business Applications, ensuring a seamless support experience from first contact through to resolution. Where required, you'll manage escalations to third parties while maintaining strong communication, professionalism, and adherence to SLAs. This is a hands-on technical role where full training on additional cloud products and services will be provided.
What You'll Be Doing
- Delivering telephone and email support within agreed SLAs
- Providing 2nd & 3rd line technical support
- Troubleshooting and handling premium partner cases
- Escalating incidents to third parties when required
- Maintaining accurate ticket updates within the service desk system
- Ensuring personal KPIs around productivity and effectiveness are met
- Creating and maintaining internal knowledge base documentation
- Providing clear and regular customer updates throughout the ticket lifecycle
- Supporting continuous service improvements and contributing to new process designs
What We're Looking For
Essential Experience & Qualities:
- 3+ years' experience supporting users across M365, Azure & Business Applications
- Strong technical knowledge across O365, Azure AD, Exchange, SharePoint, Teams, One Drive, and related cloud technologies
- Experience with in a busy service desk or support environment
- Excellent communication, organisation, and customer service skills
- Logical thinker with strong attention to detail and investigative ability
- Calm under pressure and able to prioritise effectively
- Willingness to learn and collaborate as part of a team
- Reliable, punctual, and committed to delivering a best-in-class support experience
Desirable Skills & Certifications
- Microsoft Fundamentals certification (AZ-900, MS-900, SC-900) - must hold at least one
- Role-based Microsoft certifications (MS-102, AZ-104, AZ-500) or currently working towards
- Additional exposure to Microsoft Business Applications
What's in It for You?
This is an excellent opportunity for someone eager to deepen their cloud expertise. You'll benefit from:
- Structured training and development
- Support in working towards further Microsoft certifications
- Clear progression opportunities
- Exposure to a broad range of cloud technologies and enterprise environments
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