Role Overview
A leading technology organisation is seeking an experienced and proactive Cloud Service Desk Specialist to join its dedicated onsite support team. In this role, you will be a key point of contact for providing advanced technical support across a modern cloud technology stack, including M365, Azure, and various business applications. You will be responsible for managing the entire incident lifecycle, ensuring service excellence, and contributing to the continuous improvement of our support processes.
Key Responsibilities
- Provide expert 2nd and 3rd line technical support to end-users via phone and email, resolving issues related to M365, Azure, and integrated business applications.
- Manage the full lifecycle of support tickets, from initial diagnosis and troubleshooting to resolution or escalation, ensuring detailed and accurate updates.
- Collaborate with and escalate complex incidents to third-party vendors, managing the process through to a satisfactory resolution.
- Consistently meet and exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure a high standard of customer satisfaction.
- Contribute to the team's knowledge base by creating and maintaining clear technical documentation and support guides.
Required Skills & Qualifications
- 3+ years of experience in a service desk or helpdesk role, providing 2nd/3rd line support.
- Strong hands-on experience with the Microsoft 365 suite, including Exchange Online, SharePoint, OneDrive, and Teams.
- Proven ability to support and troubleshoot Microsoft Azure services, including Azure AD and its integration with on-premise Active Directory.
- Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
- At least one Microsoft Fundamentals certification (e.g., AZ-900, MS-900, SC-900).
Nice-to-Have Qualifications
- Experience supporting bespoke or third-party business applications.
- Currently working towards or holding Microsoft role-based certifications such as MS-102 (Microsoft 365 Administrator), AZ-104 (Azure Administrator), or AZ-500 (Azure Security Engineer).
- Familiarity with ITIL frameworks and best practices.
