Company OverviewIs this the next step in your career Find out if you are the right candidate by reading through the complete overview below.Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a 110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 500 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023. FluidOne supports the needs of 2,400 customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOnes 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 IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.FluidOne 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), FluidOne 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, FluidOne 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, FluidOnes toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOnes dual-structured approach ensures all customersfrom growing SMBs to large, complex enterprisesbenefit from trusted, innovative, and future-ready IT services.Role OverviewAs a competent Service Desk Analyst you will be able to provide IT consultancy services to the full range of FluidOne Chorley clients. You will effectively support clients as requested in a timely manner in line with the clients support contracts.Responsibilities:You are required to provide reactive and pro-active technical support services and incident management for the following types of work:Monitoring and maintaining systems and networksInstallation and configuration of systemsDiagnosing faults on both hardware and softwareSolving technical and application issues by phone, email or in personWalking clients through troubleshooting stepsRe-fitting and/or replacing of client hardwareSupporting updates and/or roll-outs for client applications (training of users as needed)Working to SLAs Prioritising and managing multiple open ticketsEstablishing good working relationships with clientsYou will also;Take details of any problem or service requirement from clients even if they fall outside of your remit then escalate these appropriately to the relevant teamTake ownership of tickets as appropriate and continue to own the task until completed even if elements of the work are delegated to othersAt times, be required to work out of the Office, at Client sites or our Core site. This will require travel, possible overnight stays and has potential for working out of office hours.Requirements:Excellent verbal and written communication skills, including ability to effectively communicate with internal and external clients (up to senior management levels, using appropriate and professional language)Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer serviceAbility to work independently and to carry out tasks to completion within parameters and instructions given, prescribed routines, and standard accepted practiceProven experience in an IT Support Role and TeamBenefits after probationary periodSubsidised health and dental care Employee Assistance Programme (EAP)Life assurance (3x salary)Discount platform FluidOne breakfast and refreshments on office days Pension contribution 5% company contributionGenerous holiday entitlementOne day off for birthdayHalf price internet connectivityRide2Work schemeDepartment incentivesVolunteer day scheme
Job Title
Service Desk Analyst (2nd Line)