Cloud Support Analyst - #2092216

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.