Service Desk Analyst - M365

Devonshire Hayes are seeking an experienced Service Desk Analyst with a strong background in Microsoft 365 (M365) for a fast paced initial 2-month contract based in London (likely to be a rolling contract). In this role, you will act as the first point of contact for all IT related queries. You will be responsible for logging tickets accurately, resolving a high volume of Microsoft based issues, and ensuring a seamless technical support experience for our users.

Key Responsibilities

• Ticket Management: Log, categorise, and track all incoming IT incidents and service requests within our ticketing system.
• M365 Support: Provide efficient first line troubleshooting and resolution for Microsoft-based queries, including Outlook, Teams, OneDrive, SharePoint, and basic Entra ID (Azure AD) admin tasks.
• Query Resolution: Solve hardware, software, and connectivity issues remotely and via face-to-face support where required.
• Escalation Handling: Identify complex technical issues and escalate them swiftly and accurately to Tier 2 or specialized infrastructure teams.
• User Support: Deliver exceptional customer service, keeping users updated on the status of their tickets throughout the resolution process.

Skills & Qualifications

• Technical Background: Proven experience working as a Service Desk/Helpdesk Analyst with strong, hands on administration knowledge of the M365 suite.
• Ticketing Systems: Familiarity with standard ITSM tools (eg, ServiceNow, Jira Service Desk, or Freshservice).
• Problem Solving: Excellent troubleshooting skills for Windows OS, Microsoft office applications, and basic networking.
• Communication: Strong communication skills with the ability to explain technical fixes to non-technical users clearly.

Ideally for a first couple of weeks you will be on site 5 days per week, after this, the role will turn into a hybrid opportunity.