Service Desk Analyst

Microsoft 365 Service Desk Analyst (2nd Line Support)

Location:

Warrington

Type:
Full Time, Permanent

We are seeking a skilled Microsoft 365 Service Desk Analyst (2nd Line Support) to join a growing IT team within an exciting and growing consultancy based in the North West. This is an excellent opportunity for someone with strong Microsoft cloud support experience who enjoys troubleshooting complex technical issues, improving user experiences, and working across a modern Microsoft technology stack.

As a 2nd Line Support Analyst, you will act as an escalation point for technical issues, supporting end-users and ensuring the stability, security, and performance of Microsoft 365 services across the business and it’s customers.

• Provide 2nd line support for Microsoft 365 technologies and end-user services.
• Troubleshoot and resolve incidents escalated from the Service Desk.
• Support and administer Microsoft 365, including user management, licensing, and service configuration.
• Manage and troubleshoot Microsoft Intune for device management, compliance policies, and application deployment.
• Support Microsoft Entra  (Azure AD), including identity, access management, MFA, Conditional Access, and security best practices.
• Diagnose and resolve issues relating to Microsoft Teams, including collaboration, telephony, and meeting functionality.
• Support and maintain SharePoint Online, assisting users with permissions, document management, and site administration.
• Manage and troubleshoot Exchange Online, including mail flow, mailbox administration, and email security.
• Monitor system performance and proactively identify opportunities for improvement.
• Create and maintain technical documentation, knowledge articles, and support procedures.
• Work closely with infrastructure, security, and project teams on service enhancements and deployments.

• Opportunity to work with the latest Microsoft technologies.
• Ongoing training and certification support.
• Career progression within a collaborative IT team.
• Competitive salary and benefits package.
• Flexible and hybrid working options.