PUBLISHED: 30 April 2024

Cloud Service Desk Specialist

Job Role: Technical Support for M365, Azure, Business Applications; Cloud Products

Job Description:

The Cloud Service desk is the first point of contact for all support requests from channel partners and Managed Services customers, including Office365 and Cloud products/services. The team provides incident break/fix and guidance on M365 products (i.e. Email, Office, SharePoint, OneDrive etc), Azure and Business Applications. Service requests are raised and updated within the ticketing system.

Tier 2 team members will be expected to carry out technical troubleshooting and diagnostics, aiming to resolve tickets in-house. Where necessary, tickets requiring additional support will need managed escalations to third-parties. The team is responsible for every step from diagnosis to resolution whilst ensuring that SLAs are met, and affected users are informed of updates. Westcoast offer a wide range of paid for services and third-party products. Full training on these products and services is provided.


The candidate must meet the following criteria:

  • Experience of supporting users on M365, Azure, Business Applications, and non-Microsoft products.
  • Possess a willingness to learn and co-operate as part of a team.
  • Excellent telephone manner is required along with friendly customer service skills.
  • Good communication, literacy, and organisational skills.
  • Strong attention to detail and information gathering.
  • Passionate about customer satisfaction.
  • Able to prioritise and keep calm within high pressure situations.
  • A logical approach to problem solving coupled with common sense.
  • Punctuality, staff must be ready to work by their start time.
  • Able to follow existing processes and assist in designing new ones.
  • Show initiative in finding improvements.

The day-to-day responsibilities will be:

  • Providing telephone and email support for clients within agreed SLAs.
  • Connect to client machines for diagnostic and information gathering.
  • Manage relationships and troubleshooting of premium partners.
  • Escalate support calls to appropriate third parties where applicable.
  • Ensuring personal KPIs are met for productivity and effectiveness.
  • Ensuring regular feedback is provided to customers in line with procedures.
  • Support in delivering scheduled training to customers.
  • Aid with project work.
  • Use of ticketing system for support incidents.
  • Documenting and managing of knowledgebase articles.


  • Good working experience of supporting Cloud Applications (Office 365, Office suite, Azure, Exchange, SharePoint, OneDrive, Teams etc)
  • Working experience of working in a similar helpdesk environment
  • Knowledge of Azure Active Directory & Active Directory
  • Knowledge of Microsoft Business Applications
  • Knowledge of Microsoft Azure


  • Microsoft Fundamentals Certifications e.g. (AZ-900, MS-900, SC-900).
  • Microsoft Role Based Certifications e.g. (MS-102, AZ-104, AZ-500) or working towards these.

A successful candidate will be keen to adopt new skills both and self-motivated to educate themselves further, and in return will receive structured support towards development (including certifications), career progression and exposure to a vast array of skills and products.

If you think you’ve got what it takes to join us then please send your CV with a cover letter stating your salary requirements to