Cloud Service Desk Specialist

Job description:

Westcoast Cloud is a leading distributor of cloud solutions and services in the UK and Ireland. We help our partners grow their cloud business by providing them with access to the best cloud vendors, including Microsoft and more. We also offer value-added services such as technical support, billing, marketing, and training. We are part of the Westcoast Group, which has over 40 years of experience in the IT industry and a turnover of £3 billion. The Cloud Service desk is the first point of contact for all support requests from channel partners and Managed Services customers, including Office365 and Cloud products/services. The team provides incident break/fix and guidance on M365 products (i.e. Email, Office, SharePoint, OneDrive etc), Azure and Business Applications.

The support we provide is a key part of our value add for partners and customers alike. Westcoast Cloud offers a wide range of paid for services and third-party products. Full training on these products and services is provided.

The Job Role

This role is a full time office based role in our modern offices in Theale, near Reading.

Day-to-day responsibilities will include:

• Providing 2nd and 3rd Line Service Desk Support, carrying out technical troubleshooting and diagnostics, aiming to resolve tickets in-house.
• Use ticketing system for support incidents.
• Where necessary, escalating tickets requiring additional support to third parties.
• Taking responsibility from diagnosis to resolution whilst ensuring SLAs are met.
• Ensuring regular feedback is provided to customers in line with procedures.
• Managing relationships and troubleshooting of premium partner cases.
• Documenting and managing knowledgebase articles.

Is this the role for you?

The successful candidate will be keen to adopt new skills both and self-motivated to educate themselves further, and in return will receive structured support towards development (including certifications), career progression and exposure to a vast array of skills and products. To be successful in this role you will have some of the following skills and experience and the desire to develop in other areas:

• 3 years’ experience of supporting users on M365, Azure & Business Applications
• Strong working experience of working in a similar helpdesk environment - prepared to go the extra mile to provide a better support experience.
• Willing to learn and co-operate as part of a team.
• Good communication, literacy, and organisational skills - excellent telephone manner is required along with friendly customer service skills.
• Strong attention to detail and information gathering. A logical approach to problem solving coupled with common sense.
• Able to follow existing processes and assist in designing new ones, showing initiative in finding improvements.

Technical Skill requirements:

• Working experience of supporting Cloud Applications (Office 365, Office suite, Azure, Exchange, SharePoint, OneDrive, Teams etc)
• Knowledge of Azure Active Directory & Active Directory
• Knowledge of Microsoft Business Applications
• Working knowledge of Microsoft Azure is essential.
• At least 1 Microsoft Fundamentals Certification e.g. (AZ-900, MS-900, SC-900)
• Microsoft Role Based Certifications e.g. (MS-102, AZ-104, AZ-500) or working towards these.

What’s in It for You?

This is a fantastic opportunity to immerse yourself in the IT industry, build lasting relationships, and grow with a Sunday Times Top Track 100 company.

• Growth Opportunities: We offer training and development opportunities to help you reach your full potential. Whether it’s funded apprenticeships, work-based studies, or professional qualifications, we’ve got you covered.
• Generous Benefits Package: A starting salary range of £28,000 - £32,000 depending on skills and experience. Enjoy 25 days of holiday, employee referral bonuses, perks and discounts.
• Wellbeing Support: Access to Westcoast Wellbeing services including mental health counselling, virtual GP services, physiotherapy, life insurance, eye care schemes, and more.
• Community & Connection: Our teams enjoy social and charitable events throughout the year, fostering a strong sense of belonging.

What’s Next?

If you’re ready to join a company that values its people and rewards success, click apply to start the quick application process (5-6 mins).

Please note: Due to the high volume of applications, we may not be able to provide individual feedback for every candidate. If you don’t hear from us within 14 working days, we’ve moved forward with other applicants for this role, but we encourage you to explore future opportunities with us.