Hybrid IT Helpdesk Analyst (2nd Line) – MS 365 Specialist

Buro Happold group.; Manchester; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A global engineering consultancy is seeking an experienced IT Helpdesk Analyst to join their team in Manchester. This role involves providing high-quality 2nd line support to over 3,000 users globally, focusing on troubleshooting issues across Microsoft 365, and contributing to service improvements. Candidates should have strong problem-solving skills, experience with ITSM tools, and familiarity with Active Directory and Exchange Online. A supportive environment for personal development is offered.

Benefits

Hybrid working arrangements

25 days holiday per annum

Generous pension scheme

Flexible benefits package

Qualifications

• Experience in a 2nd line or similar technical support role.
• Confidence using an ITSM/ticketing platform.
• Exposure to ERP/HR systems is helpful but not essential.

Responsibilities

• Deliver 2nd line support via ticketing system, phone, and remote tools.
• Perform deeper diagnostics and troubleshooting across Microsoft 365.
• Support the rollout of system changes and minor configuration tasks.

Skills

Troubleshooting and problem-solving

Microsoft 365 services

ITSM/ticketing platform experience

Active Directory

Exchange Online

SharePoint

Education

Good secondary education (A Levels, HND/C or degree)

CompTIA A+ certification

Microsoft certification

ITIL Foundation certification

Tools

ServiceNow

Job description

A global engineering consultancy is seeking an experienced IT Helpdesk Analyst to join their team in Manchester. This role involves providing high-quality 2nd line support to over 3,000 users globally, focusing on troubleshooting issues across Microsoft 365, and contributing to service improvements. Candidates should have strong problem-solving skills, experience with ITSM tools, and familiarity with Active Directory and Exchange Online. A supportive environment for personal development is offered.