Cloud Services Analyst

Overview of the role 

Phoenix is a leading UK IT solutions and managed service provider, with a deep specialism in the public sector. We work with organisations across government, healthcare, defence, public safety, education, housing, and the charity sector - helping them modernise with confidence across cloud, data and AI, cyber security, and managed services. 

Through strategic partnerships with the world's leading technology providers - and a trusted place on the major public sector frameworks - our work has a direct impact on the services that millions of people rely on every day. 

Due to continued growth, we are hiring a new Cloud Services Analyst to join our team and help deliver comprehensive 3rd line support services, with a strong focus on Azure Virtual Desktop (AVD) environments. You will play a key role in supporting, managing, optimising and enhancing customer AVD platforms while resolving complex cloud infrastructure issues.

What will you be doing? 

• Act as a technical specialist for Azure Virtual Desktop (AVD), providing 3rd line support, administration, monitoring, troubleshooting and optimisation of customer environments.
• Support the deployment, configuration and ongoing management of AVD infrastructure, including host pools, session hosts, FSLogix profiles, image management and user access.
• Provide 3rd line support to customers, resolving complex technical issues for cloud applications and infrastructure 

• Conduct cloud service enhancements through performance tuning and operational advancements 

• Utilise ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates. 

• Assist in developing scripts for automation of cloud services, minimising manual workload and working alongside DevOps team to provide insight. 

• Provide focused troubleshooting and problem-solving for Azure platforms 

• Collaborate with team members and customers to troubleshoot and diagnose issues promptly, ensuring timely resolution. 

Why should you apply? 

At Phoenix, our ambition is to be the UK's leading IT solutions and managed service provider - and we know that only happens because of our people. Culture isn't an afterthought here; it's the thing we work hardest on. 

We're proud to be certified as a Great Place to Work®, and to be recognised on their UK Best Workplaces lists for Women, Wellbeing, and Development. These aren't badges we chase - they're the result of how we genuinely choose to treat each other, and how seriously we take our colleagues' careers, health, and lives outside of work. 

When you join Phoenix, you can expect: 

• A culture built on trust and belonging: set out clearly in our Culture Blueprint, lived day-to-day, and reflected in our consistently strong colleague feedback. 

• Real investment in your development: structured learning pathways, funded industry certifications, mentoring, and the encouragement to stretch into new areas. 

• A workplace that takes wellbeing seriously: from mental health support and flexible working to active employee networks and a leadership team that listens. 

• A commitment to equity and inclusion: where we actively work to make Phoenix a brilliant place to build a career, whoever you are. 

• Work that matters: supporting the public sector organisations that keep the UK running, from government and healthcare to defence, public safety, education, housing, and the charities serving the most vulnerable in our communities. 

• Working with the best of the industry: alongside genuine experts, and with strategic partnerships across the world's leading technology providers, you'll be at the front of the conversations shaping how UK public services modernise. 

We believe in encouraging, supporting, and skilling our people up so that you can be the very best you can be at work - and we'd love you to consider being part of it. 

Take a look at our Culture Blueprint to get a real sense of who we are. 

What are we looking for? 

• Strong hands-on experience supporting, managing and administering Azure Virtual Desktop (AVD) environments.
• Experience troubleshooting and optimising AVD performance, user sessions, FSLogix profiles and Azure-based virtual desktop infrastructure.
• Current experience in a 2nd/3rd line support role within an MSP environment.  

• Solid experience in managing and optimising cloud services, particularly in Azure 

• AZ-104 Microsoft Azure Administrator certification 

• Understanding of ITIL 

• Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met.  

• The ability to understand and use PowerShell and Azure CLI to faciliate automation. 

• Practical understanding of system architecture, networking and administration 

• Excellent customer service skills & problem-solving skills  

• Experience and knowledge working with an ITSM tool.  

• Ability to work in a fast-paced, shift-based work environment, and to adapt to changing priorities and demands.  

Practical stuff 

Where is the role based? 
This role can be remote with a monthly visit to our HQ in Pocklington (YO42)  

What about Security Clearance? 
SC clearance is a requirement for this role, you do not need to have it already but must have the ability to gain it. (5+ years living in the UK, no criminal record) 

How many interviews? 
Following a screen with the Recruitment Team you can expect a two-stage interview process. 

What are the benefits? 
You can read about the benefits on offer here 😊 

*Important* BPSS Check 

As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check 

Have you made it this far? 
 
If you’re still reading, we think there’s a strong chance you might be our kind of person. 
 

Here’s the thing, though — research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. 
 
We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be.