IT Helpdesk Analyst at Buro Happold in Bath, England, United Kingdom | Kablio

Role

Description

2nd line

ticketing

system rollout

knowledge base

queue management

diagnostics

Deliver 2nd line support via our ticketing system, phone and remote tools, ensuring escalated issues are progressed and resolved in line with agreed SLAs.
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
Manage and triage the 2nd line queue, collaborating with Infrastructure, Business Systems and regional support teams where further escalation is needed.
Perform deeper diagnostics, user management and troubleshooting across Microsoft 365, Exchange Online, Active Directory and SharePoint.

Requirements

servicenow

microsoft 365

active directory

2nd line

itil

comptia

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).
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.
Strong troubleshooting and problem-solving skills, particularly across Microsoft 365 services, with experience supporting Active Directory, Exchange Online and SharePoint.
Experience in a 2nd line or similar technical support role, ideally with familiarity with ITIL/ITSM practices.
Entitlement to two memberships to professional bodies or subscriptions.

Benefits

Flexible benefits including cycle scheme, dental insurance, optical cover, travel insurance, season ticket loans, and corporate discounts.
Generous company pension scheme.
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.
3pm finish on the last Friday of the month.
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.
Hybrid working arrangements.
Enhanced parenthood leave policies.
Holiday entitlement of 25 days per annum (exclusive of bank holidays) and flexible holiday arrangements.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Since 1976

Year Established

The company was founded in 1976, marking its entrance into the engineering consultancy industry.

20+ Countries

Global Presence

The company operates internationally, delivering innovative solutions across over 20 countries globally.

excels in providing creative and sustainable solutions for complex projects.
serves a diverse range of sectors.
projects include large-scale infrastructure, high-end residential, and innovative commercial buildings.
recognized for its expertise in structural, mechanical, and electrical engineering.
portfolio includes iconic projects such as the Sydney Opera House renewal and London's Crossrail.
innovative, sustainable design is central to the company’s approach, incorporating cutting-edge technologies.
delivers solutions that enhance the built environment.

Culture + Values

We work with integrity, honesty and transparency.
We are a collaborative, people-focused business.
We embrace diversity of thought and background.
We are passionate about our work and delivering value for clients.
We encourage continuous learning and development.
We are committed to innovation and excellence.
We take responsibility for our actions and outcomes.

Environment + Sustainability

2030 Goal

Net Zero Carbon Target

The company is committed to achieving net zero carbon by the year 2030, showcasing a strong dedication to environmental sustainability,

helps clients achieve carbon neutrality through energy-efficient solutions
offers a range of services to reduce environmental impact, including sustainability consultancy and building performance analysis
actively reduces their own carbon footprint through operations and supply chain management
integrates sustainability into all project stages to ensure long-term environmental benefits

Inclusion & Diversity

Our commitment to gender parity is evident in our efforts to achieve equal representation at all levels of the organization.
We consistently track and report on gender diversity and other key inclusion metrics to ensure progress and accountability.
To address gender diversity in senior roles, we provide leadership development programs designed to support diversity in upper management.

Articles

Careers – Gradcracker ‘About Us’

ArchDaily – Expertise overview

Reddit – Thoughts on Buro Happold work culture

Role

Description

2nd line

ticketing

system rollout

knowledge base

queue management

diagnostics

Deliver 2nd line support via our ticketing system, phone and remote tools, ensuring escalated issues are progressed and resolved in line with agreed SLAs.
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
Manage and triage the 2nd line queue, collaborating with Infrastructure, Business Systems and regional support teams where further escalation is needed.
Perform deeper diagnostics, user management and troubleshooting across Microsoft 365, Exchange Online, Active Directory and SharePoint.

Requirements

servicenow

microsoft 365

active directory

2nd line

itil

comptia

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).
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.
Strong troubleshooting and problem-solving skills, particularly across Microsoft 365 services, with experience supporting Active Directory, Exchange Online and SharePoint.
Experience in a 2nd line or similar technical support role, ideally with familiarity with ITIL/ITSM practices.
Entitlement to two memberships to professional bodies or subscriptions.

Benefits

Flexible benefits including cycle scheme, dental insurance, optical cover, travel insurance, season ticket loans, and corporate discounts.
Generous company pension scheme.
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.
3pm finish on the last Friday of the month.
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.
Hybrid working arrangements.
Enhanced parenthood leave policies.
Holiday entitlement of 25 days per annum (exclusive of bank holidays) and flexible holiday arrangements.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Since 1976

Year Established

The company was founded in 1976, marking its entrance into the engineering consultancy industry.

20+ Countries

Global Presence

The company operates internationally, delivering innovative solutions across over 20 countries globally.

excels in providing creative and sustainable solutions for complex projects.
serves a diverse range of sectors.
projects include large-scale infrastructure, high-end residential, and innovative commercial buildings.
recognized for its expertise in structural, mechanical, and electrical engineering.
portfolio includes iconic projects such as the Sydney Opera House renewal and London's Crossrail.
innovative, sustainable design is central to the company’s approach, incorporating cutting-edge technologies.
delivers solutions that enhance the built environment.

Culture + Values

We work with integrity, honesty and transparency.
We are a collaborative, people-focused business.
We embrace diversity of thought and background.
We are passionate about our work and delivering value for clients.
We encourage continuous learning and development.
We are committed to innovation and excellence.
We take responsibility for our actions and outcomes.

Environment + Sustainability

2030 Goal

Net Zero Carbon Target

The company is committed to achieving net zero carbon by the year 2030, showcasing a strong dedication to environmental sustainability,

helps clients achieve carbon neutrality through energy-efficient solutions
offers a range of services to reduce environmental impact, including sustainability consultancy and building performance analysis
actively reduces their own carbon footprint through operations and supply chain management
integrates sustainability into all project stages to ensure long-term environmental benefits

Inclusion & Diversity

Our commitment to gender parity is evident in our efforts to achieve equal representation at all levels of the organization.
We consistently track and report on gender diversity and other key inclusion metrics to ensure progress and accountability.
To address gender diversity in senior roles, we provide leadership development programs designed to support diversity in upper management.

Articles

Careers – Gradcracker ‘About Us’

ArchDaily – Expertise overview

Reddit – Thoughts on Buro Happold work culture