1st Line Support Analyst (Microsoft 365)

Location: Cumbria or Warrington, United Kingdom; 2–3 days per week on site with occasional travel to the opposite site

Company

hirify.global delivers major infrastructure, defence, new-build, and decommissioning programmes, including work supporting the Sellafield nuclear site.

What you will do

• Provide first-line support for digital systems through telephone, email, and chat.
• Troubleshoot software, hardware, configuration, connectivity, and user-profile issues.
• Record and process service requests, including starters, leavers, movers, software installations, hardware requests, and access changes.
• Triage incidents using scripts and support documentation, resolve issues where possible, and escalate them to specialist resolver groups when needed.
• Manage incident and request queues, update users, and help meet service-level targets.
• Use ServiceNow, maintain CMDB and DSL registers, and support service-performance analysis and improvement.

Requirements

• Experience configuring and supporting Windows 10; Windows 11 and Windows 365 experience is beneficial.
• Experience supporting Microsoft 365 end-user tools, including Outlook, Word, Excel, PowerPoint, Teams, and SharePoint.
• Knowledge of networking, TCP/IP, internet connectivity, and user profiles.
• ITIL Foundation qualification and experience triaging, resolving, escalating, and managing incidents and requests against SLA/OLA targets.
• Strong interpersonal, communication, organisation, problem-solving, and attention-to-detail skills.
• Applicants must have the right to live and work in the United Kingdom; visa sponsorship is not available.

Nice to have

• Experience with Windows Server, Microsoft 365 administration tools, Microsoft Intune, and the Azure Portal.
• Microsoft 365 Fundamentals, Endpoint Administrator Associate, or Azure Fundamentals certification.
• Experience with ServiceNow, ITIL practices, TCP/IP troubleshooting, Teams, or Remote Assist.

Culture & Benefits

• Work as part of the PPP Digital Operations Team integrated with the wider Sellafield Enterprise Information Services Organisation.
• Develop digital skills and diversify into additional technologies and capabilities.
• Collaborate with digital specialists and a broad range of users.
• Contribute to large-scale infrastructure and nuclear decommissioning programmes.