Junior Help Desk Analyst (UK Only)

Please only apply if you live in the UK. This is a part time role only.

Company Description Purple Cloud IT is a Managed Service Provider supporting businesses that need reliable, day-to-day IT expertise. As a local partner, the company helps clients manage the performance and security of their IT equipment, recommends hardware and software upgrades, and protects critical data through robust backup solutions. Purple Cloud IT offers flexible, affordable managed services without long-term contracts, allowing businesses to focus on their core operations. Services include network implementation and support, Office 365 and SharePoint environments, and remote and on-site IT support.

Role Description The Junior Help Desk Analyst is a part-time, remote role focused on providing first-line technical support to Purple Cloud IT’s business clients. In this position, the analyst will respond to help desk tickets, troubleshoot issues related to desktop computers, basic networks, and common business applications, and escalate more complex problems to senior team members. Daily tasks include guiding clients through solutions via phone, email, or remote tools, documenting incidents and resolutions, and updating knowledge base articles where needed. The role also involves monitoring system alerts, assisting with account setups and access permissions, and contributing to a positive, responsive customer support experience.

Qualifications

• Candidates should possess some skills in Technical Support and Help Desk Support, including troubleshooting common hardware and software issues.
• Candidates should possess strong Customer Support skills, with the ability to communicate clearly and professionally with non-technical users both over the phone and over email.
• Candidates should possess familiarity with Desktop Computers, operating systems (Windows, macOS), and basic network concepts.
• Candidates should possess Analytical Skills to diagnose issues, identify root causes, and propose practical solutions.
• Basic knowledge of Microsoft 365 (Outlook, Teams, SharePoint) is beneficial.
• Ability to work independently in a remote environment, manage multiple tickets, and maintain accurate documentation.