Cloud Support Analyst

At Reed, our Digital Workplace is at the heart of how we collaborate, innovate and deliver for our co-members and clients. As a Cloud Support Analyst, you’ll play a key role in supporting colleagues to get the most from modern Microsoft technologies—helping them work smarter, faster and more securely.

This is more than just IT support. You’ll be an advocate for change, enabling adoption of new tools and empowering colleagues across the business to embrace better ways of working.

About the role

Reporting to the Service Delivery Lead (Digital Workplace), you’ll provide first-line cloud support across Reed’s Microsoft-based environment. You’ll handle incidents, service requests and queries while coordinating with wider technical teams to ensure seamless resolution.

You’ll also help drive continuous improvement within our Digital Workplace, ensuring a high-quality user experience and measurable business impact.

Key responsibilities

Act as the first point of contact for IT support via service management tools, email and phone

Triage and resolve incidents using knowledge base resources and FAQs

Coordinate with internal and external resolver groups for complex issues

Manage and update service desk tickets, ensuring clear communication throughout

Support the implementation of technical changes and improvements

Promote best practice use of Microsoft 365 and digital tools

Guide users towards self-service, training and smarter ways of working

Act as an advocate for secure and efficient digital working across the business

Why join Reed?

Be part of a business investing in a modern, evolving Digital Workplace

Influence how technology is adopted across multiple Reed companies

Opportunity to shape processes during a period of transformation

Work in a collaborative environment with strong cross-business relationships

Build your career in cloud technologies and digital enablement

?How to apply

If you’re passionate about technology, customer experience and driving modern ways of working, we’d love to hear from you.