Office 365 Support Analyst

Agilisys ,
Manchester, Greater Manchester
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Job Description

Our purpose at Agilisys is to deliver success through innovation, working with our customers to transform services that make a difference to millions of people across the UK. We do this by driving our entrepreneurial nature and developing solutions to meet our customers' evolving needs. The Cloud & IT business unit has an exciting future ahead. Collectively, the team are looking to grow and develop our IT consulting organisation around four key competencies: Cloud, IT strategy, workforce productivity, and SIAM. We are looking for creative, inspiring and dynamic individuals to come and shape our thinking, challenge us and push us to be leading-edge in our field. We want you to work with us to build the organisation of tomorrow Sitting within the workforce productivity business unit, the Office 365 Content and Collaboration practice has grown significantly over the last few years, earning a reputation for high quality and innovative delivery, operational excellence and a drive to partner with customers to deliver solutions which make the most of the technologies available within the Microsoft stack. We started life as a SharePoint team but now deliver projects and support across SharePoint / Teams / OneDrive, Azure and the Power Platform. The Office 365 Content and Collaboration Support Analyst will ideally have a background in SharePoint support and administration, with experience of supporting additional tools within Office 365 such as Microsoft Teams, OneDrive for Business, the Power Platform as well as good knowledge of the security and compliance features. The successful candidate will be working in a highly motivated team that provides support for the Office 365 platform. The Office 365 Content and Collaboration Support Analyst position will focus on needs analysis, requirement gathering, documentation and support of multi-tenant M365 environments. It is a very fast paced environment that will give the successful candidate the opportunity to grow and develop as the M365 platform matures and will provide a broad foundation of technical knowledge. It will also provide an opportunity to learn business-led technology solutions, customer service and will provide a future career development pathway for the right person. Responsibilities: * Manage support ticket queues across multiple clients to a high standard following ITSM principles. * Participate in troubleshooting and incident resolution activities. * Ensure support SLAs and OLAs are met. * Provide a high level of service to our customers & seek ways to continually improve the service to our clients. * Proactive and constantly seeking to learn and improve both self and team. * Maintain knowledge of the Microsoft roadmap and new features in order to guide clients appropriately. * Perform various daily checks and tasks across internal and customer environments & perform any required actions. * Produce high quality documentation and keep up to date, including the team support knowledge base. * Run information gathering workshops with clients. * Create simple solutions with Microsoft 365 workloads / services utilising out of the box functionality, i.e. SharePoint sites, OneDrive for Business, Office 365 Groups, Teams, PowerApps etc. * Identify where a support request may be a project requirement, capture technical requirements and produce a project specification. * Prototyping and proof-of-concept development under guidance of engineers and architects. * Champion the use of Microsoft 365 within internal and client organisations. * Demonstrate features and run workshops to promote best practice use of Microsoft 365 functionality. * Work closely with senior technical teams on resolving complex support issues, learning how to support new deliveries and assisting with project delivery where capacity and workload allows. * Maintain security policies and procedures for Agilisys and clients, including managing secure score. Required skills & experience: * Strong ability to prioritise varied workloads across different environments. * 1-3 years of relevant industry experience. * Experience of second line support for Microsoft 365 services and workloads. * In-depth knowledge of the features of Microsoft 365, including at least two of the following: * SharePoint Online * OneDrive for Business * Microsoft Teams * Azure AD * Microsoft Security and Compliance Package * Knowledge of on-premise infrastructure for SharePoint (2010/2013). * Demonstrable skills in business analysis and requirements documentation. * High degree of creativity and problem solving. * Excellent communication and presentation skills. * Ability to build and maintain effective relationships across various teams and skill levels within the company and with clients. * Ability to organize and prioritise work activities to support objectives. * High degree of motivation and willingness to contribute to successful project delivery. * Excellent written and verbal communication skills. * Natural self-starter

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