Neem
Service Desk Specialist- Core 2nd Line
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Role: Service Desk Specialist- Core 2nd Line
Department: Digital, Data & Technology (DDaT)
Location: UK – Stoke-on-Trent / onsite - 4 days a week mandatory
About the Role:
Our client is a leading, trusted British business water retail services company seeking a skilled Service Desk Specialist with strong Microsoft Azure, Intune and Microsoft 365 expertise to support and operate our technology and application platforms. As the primary escalation point for 1st Line colleagues, you will bridge the gap between the Service Desk and Cloud Operations teams, resolving issues wherever possible and reducing the need for engineering intervention through effective shift-left practices. You will support the administration and continual improvement of Microsoft Intune, Azure, Entra ID and Microsoft 365 services, including assisting with platform upgrades, migrations, device management and security initiatives.
You will be responsible for resolving complex incidents, implementing standard changes and identifying opportunities for upskilling, automation and service enhancement. Working closely with Engineering, Security, Data and Digital teams, you will help ensure that all domains remain secure, resilient, cost-effective and aligned with organisational governance standards.
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Key Responsibilities: Core 2nd Line
- Act as the primary 2nd line escalation point for incidents and service requests that the 1st Line Service Desk cannot resolve.
- Provide advanced troubleshooting and resolution for Microsoft Azure, Intune, Entra ID, Microsoft 365 and endpoint management services.
- Maintain knowledge articles and documentation of configuration changes, support processes, and technical procedures.
- Mentor and support 1st Line Service Desk colleagues, providing technical guidance and knowledge transfer to increase first-contact resolution rates.
Azure Operations:
- Manage day-to-day operational support of Azure services
- Support Azure Virtual Machines, Storage Accounts and Networking services
- Manage Azure Active Directory (Entra ID)
- Support RBAC administration and privileged access management
- Monitor Azure resources and investigate alerts
Microsoft Intune & Endpoint Management:
- Administer Microsoft Intune and Endpoint Manager
- Manage device enrolment and lifecycle processes
- Implement and maintain compliance policies
- Manage Autopilot deployments
- Support application packaging and deployment
- Configure Windows Update for Business policies
- Support mobile device management (MDM)
Microsoft 365 Administration:
- Support Exchange Online
- Manage SharePoint Online permissions
- Manage licensing and provisioning
- Support identity and access management
- Troubleshoot authentication and MFA issues
Service Operations:
- Act as technical escalation point within Service Desk
- Resolve complex incidents and service requests
- Support problem management investigations
- Perform operational changes following change control processes
- Create and maintain technical documentation
- Develop knowledge articles and shift-left processes
Automation & Continuous Improvement:
- Automate repetitive administrative activities using PowerShell
- Identify opportunities to reduce support effort
- Improve platform monitoring and alerting
- Support Azure Engineering with operational readiness activities
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What We’re Looking For:
- Strong 3-5 years in a 2nd or 3rd line support role
- Experience supporting Microsoft Azure environments
- Experience administering Microsoft Intune
- Experience supporting Microsoft 365 environments
- Experience managing identities within Entra ID
- Experience working within an ITIL-based support model
- Experience troubleshooting complex infrastructure and cloud incidents
Desirable:
- ITIL Foundation
- AZ-900 Azure Fundamentals
- MS-900 Microsoft 365 Fundamentals
- MD-102 Endpoint Administrator Associate
Who You Are:
- A proactive problem solver with strong troubleshooting skills
- A collaborative engineer who can influence across teams
- Been supporting M365 and Azure operationally.
- Wants to move towards cloud over the next few years.
- Passionate about cloud technologies and continuous improvement
Success Measures
The successful candidate will:
- Develop Service Desk technical capability through mentoring and knowledge transfer.
- Enable efficient operational support by documenting and transferring knowledge, allowing more issues to be resolved within the Service Desk and 2nd line teams.
- Reduce Azure Engineering operational workload through effective shift-left support.
- Resolve the majority of operational incidents without engineering escalation.
- Maintain high service availability across all platforms.
Application Requirements
Please provide a cover letter describing why you believe you are suitable for this role.
Kindly provide the details below,
- Location: UK – Stoke-on-Trent / onsite – Office-based/. This is a mandatory requirement. Are you flexible to travel to the office 4 days a week on your own expenses?
- Current CTC
- Expected CTC- GBP / yearly/Permanent employment
- Notice period required in days
- Latest resume
I was hoping you could email me at sandipan@weareneem.com
We look forward to reviewing your application and connecting with you soon.
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