• Office Location: 120 Coombe Lane Raynes Park London, SW20 0BA
  • Office Name: Head Office - California
  • Sector: IT Infrastructure
  • Salary: £23000 - £25000
  • Job Type: Permanent
  • Role Type: Full-time
  • Job Ref: 443017

Cloud Support Analyst

The Cloud Support Analyst is expected to effectively deliver the support for Co-Members in their use of Digital Workplace tools and application to new ways of working. This includes facilitating the remediation of all incidents and fulfilment of all requests that come into IT Support Services, either through delivering technical activities and fixes, or through efficiently coordinating such activities across internal and external specialists.

A vital part of the role is ensuring that Service Desk tickets are tracked, updated and managed throughout, across all resolver groups, communicating effectively to all stakeholders relevant to each ticket. This role requires a broad technical capability, albeit without needing to be a subject matter expert in each service area, and coordination and communication skills are vital to the success of the role. It is also expected that the Cloud Support Analyst will effectively recognise skill gaps through engagement with Co-Member, pointing them towards self-service capabilities, training and adoption collateral and providing advice on improved ways of using the services where less efficient methods are identified.

Introduction

The Cloud Support Analyst is expected to effectively deliver the support for Co-Members in their use of Digital Workplace tools and application to new ways of working. This includes facilitating the remediation of all incidents and fulfilment of all requests that come into IT Support Services, either through delivering technical activities and fixes, or through efficiently coordinating such activities across internal and external specialists.

A vital part of the role is ensuring that Service Desk tickets are tracked, updated and managed throughout, across all resolver groups, communicating effectively to all stakeholders relevant to each ticket. This role requires a broad technical capability, albeit without needing to be a subject matter expert in each service area, and coordination and communication skills are vital to the success of the role. It is also expected that the Cloud Support Analyst will effectively recognise skill gaps through engagement with Co-Member, pointing them towards self-service capabilities, training and adoption collateral and providing advice on improved ways of using the services where less efficient methods are identified.

Overview:

  • Reporting into the Service Delivery Lead, Cloud Support Analyst’s will be responsible for Co-Member support within Reed’s Digital Workplace.
  • Reed’s Digital Workplace is built around an evergreen service model driven by continuous improvement. The Digital Workplace is not just about modernising technology, it’s about driving behavioural change that will enable Co-Members to adopt new tools and embrace smarter ways of working. The Digital Workplace aims to drive measurable performance increase across our Business.

Objectives:

  • Initial engagement with end users and stakeholders, via the IT Service Management tool, email and phone.
  • Initial triaging, assessment against FAQs, knowledge base and triage collateral.
  • Coordination of other resolver groups and stakeholders, where incidents and requests cannot be remediated of fulfilled by the 1st Line service
  • Assistance with the implementation of technical activities as identified and planned by the technical and service owners, and Change Approval Board (CAB)
  • Advise and guide end users on best practice ways of working with the Digital Workplace productivity suite
  • Engage the business as an advocate and evangelist of modern ways of working as well as working safely an securely with their devices and data on the move

Scope:

  • All REED companies using the Microsoft-based Digital Workplace services
  • (Reed Specialist Recruitment, Reed in Partnership, Reed Business School, Reed Foundation and associated charities, other smaller Reed companies such as Juxon, related companies such as Watson Martin)
  • Reed Online and Reed Professional Services are currently not in scope

Skills & Experience:

  • Passion for customer service and digital working
  • Microsoft 365 and Azure AD administration
  • Windows 10 and Intune (Mobile Device Management, etc.)
  • Office 365 Support experience
  • Microsoft Office skills – Word, Excel, PowerPoint, Outlook, etc.
  • Effective and clear communicator
  • Excellent time management and task coordination skills
  • An understanding of IT Service Management and IT Operational Frameworks (e.g. ITIL)

Join Reed and help us achieve our purpose of improving lives through work.

Proud winners of:

  • #1 Recruitment Agency – Glassdoor Best Places To Work 2020
  • Glassdoor Top CEOs 2019
  • The JobCrowd Top Companies for Graduates to Work For 2021
  • The JobCrowd Top Companies for Apprentices to Work For 2021

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All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. Reed is an equal opportunities employer.  We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity.  We are a MINDFUL EMPLOYER and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

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