1st Line Service Desk Analyst

Company Overview:  

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 82 for June 2025. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 480 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2,000+ 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, FluidOne’s 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, FluidOne’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOne’s dual-structured approach ensures all customers—from growing SMBs to large, complex enterprises—benefit from trusted, innovative, and future-ready IT services.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Graham Dickie - the management team is backed by Livingbridge to support their ambitious long-term strategy.

Role Overview: 

You’ll provide a first point of contact support service to our clients ensuring that their IT infrastructure and systems remain operational; this involves you proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the Helpdesk Team Leader, this role is a combination of ongoing proactive monitoring and maintenance as well as business-as-usual support.  

Responsibilities: 

Client Support:  

• Providing technical support on incidents and requests received.  
• Answering calls and responding to emails that come into the Helpdesk in a friendly and timely manner, providing an empathetic and proactive support to users.   
• Liaise with partners/suppliers to bring about a rapid resolution to incidents.  
• Following ITIL processes and procedures.  
• Proactive contribution to processes ensuring best practice is in place.  
• Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs, and SLAs.  
• Adhering to quality communication standards defined by FluidOne.  
• Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses.  
• Undertaking any other duties deemed suitable by management.  
• Maintaining job-related training as required by management.  

Technical Responsibilities:  

• Troubleshooting Networking issues and requests (Firewalls, switches, etc).  
• RMM (Remote Monitoring and Management) management.  
• Have a good level of technical knowledge of Windows 10, 11 and Microsoft 365 technologies (Exchange Online, SharePoint, OneDrive, Teams plus Office Applications) and to maintain this knowledge by keeping abreast of and understanding new developments.   
• To have an intermediate level of technical experience and knowledge of Windows Server 2016/2019, including Active Directory, File Permissions, DHCP/DNS services, Networking (Switches & Access Points) and Internet Connectivity solutions (Routers and Firewalls) and to maintain this knowledge by keeping abreast of and understanding new developments.  

Requirements: 

• Previous experience in a helpdesk role. 

Benefits after probationary period: 

• Subsidised health and dental care  
• Employee Assistance Programme (EAP) 
• Life assurance (3x salary) 
• Discount platform  
• Pension contribution – 5% company contribution 
• Generous holiday entitlement 
• One day off for birthday 
• Half price internet connectivity 
• Ride2Work scheme 
• Department incentives 
• Volunteer day scheme 

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.