IT Helpdesk Analyst London, Bath, Leeds, Manchester, United Kingdom

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

Want to take your IT skills to the next level in a global engineering consultancy? Join the Buro Happold Team as an IT Helpdesk Analyst.

This person can be based in either Bath, London, Manchester or Leeds on a hybrid working model.

We’re looking for an experienced IT Helpdesk Analyst to join our UK-based IT team, delivering responsive and effective 2nd line technical support to over 3,000 users globally. This is a fantastic opportunity to play a key role in improving IT service efficiency and supporting knowledge sharing across our Helpdesk team.

In this role you will take ownership of complex incidents escalated from 1st line, help improve service efficiency, and play a key part in sharing knowledge and raising capability across the Helpdesk team.

About The Role

As an IT Helpdesk Analyst at Buro Happold, you will play a key role in keeping our global business running smoothly by providing high-quality 2nd line support to over 3,000 users. Drawing on your technical expertise and problem-solving skills, you will take ownership of complex incidents, drive service improvements, and help raise capability across the wider IT Helpdesk team.

What you’ll be doing:

• Deliver 2nd line support via our ticketing system, phone and remote tools, ensuring escalated issues are progressed and resolved in line with agreed SLAs.
• Perform deeper diagnostics, user management and troubleshooting across Microsoft 365, Exchange Online, Active Directory and SharePoint.
• Manage and triage the 2nd line queue, collaborating with Infrastructure, Business Systems and regional support teams where further escalation is needed.
• Support the rollout of system changes and minor configuration tasks under the guidance of senior technical staff.
• Document fixes, contribute to the internal IT knowledge base and help identify recurring issues to drive root cause analysis and service improvements.

What We Are Looking For:

• Strong troubleshooting and problem-solving skills, particularly across Microsoft 365 services, with experience supporting Active Directory, Exchange Online and SharePoint.
• Confidence using an ITSM/ticketing platform (e.g. ServiceNow), with the ability to manage service queues and clearly document issues and resolutions for technical and non-technical audiences.
• Experience in a 2nd line or similar technical support role, ideally with familiarity with ITIL/ITSM practices.
• Helpful but not essential: exposure to ERP/HR systems (such as Vantagepoint or Unit4), Microsoft 365 Defender, and participation in service improvement initiatives, plus good secondary education (A Levels, HND/C or degree) and any relevant certifications (e.g. CompTIA A+, Microsoft, ITIL Foundation).

Why Join Buro Happold?

At Buro Happold, we believe in creating a better, more sustainable world. You’ll be part of a team that values innovation, collaboration, and excellence. We offer a supportive environment where your contributions make a real difference.

What we Offer You:

• Hybrid working arrangements.
• Holiday entitlement of 25 days per annum (exclusive of bank holidays) and flexible holiday arrangements.
• Generous company pension scheme.
• Flexible benefits including cycle scheme, dental insurance, optical cover, travel insurance, season ticket loans, and corporate discounts.
• Enhanced parenthood leave policies.
• 3pm finish on the last Friday of the month.
• A strong commitment to your continuous development. Whatever stage in your career, we have a learning and development programme that will enable and empower you.
• Entitlement to two memberships to professional bodies or subscriptions.
• A commitment to your wellbeing through a comprehensive employee assistance programme and wellbeing activities. A supportive and inclusive environment that will welcome you through social and outreach activities from the Young Employees Forum to mentoring.
• An international culture that wherever your career takes you at Buro Happold, you won’t be far from the exceptional.

Apply now and be where exceptional is everywhere.

A place for everyone.

Buro Happold values individual's flexible approaches to working patterns as an important part of the way you work and achieve balance. We welcome applications from those who are seeking flexibility in their careers.

Our exceptional portfolio of projects is the result of the diversity of thought, identities, backgrounds and experiences that shape us. Appreciating each other’s differences is key, we want employees to feel they don’t have to mask elements of their identity to thrive.

We are working to change the lack of representation of marginalised groups in the built environment and are particularly keen to hear from anyone who feels they are underrepresented in the industry. We have much to learn from one another. Embracing difference allows us to develop the most innovative and elegant solutions.

Please let us know if there are any adjustments we could make to the application process to make it easier and more comfortable for you. Contact [e-mail] so we can work with you to support you throughout your application.