SharePoint Support Analyst

About the role

A SharePoint Support Analyst is needed to provide day-to-day technical support for SharePoint Online and related Microsoft 365 collaboration services. You will troubleshoot issues, manage service requests and help users work effectively with SharePoint sites, document libraries and lists, owning each ticket from triage through resolution or escalation while keeping users informed.

Key responsibilities

• Triage, investigate and resolve SharePoint incidents and service requests within agreed service levels.
• Troubleshoot site access, permissions, external sharing, document library behaviour, search, version history and OneDrive sync issues.
• Fulfil approved requests for site provisioning, access changes and library or list configuration in line with internal governance policies.
• Diagnose issues involving SharePoint, Microsoft Teams and OneDrive, and escalate complex incidents to the right platform, identity or security team with clear reproduction steps.
• Maintain accurate ticket records and create knowledge base articles, troubleshooting guides and support procedures.
• Advise users and site owners on document collaboration, permissions and sharing.
• Identify recurring incidents and recommend improvements, and support testing and post-release validation of SharePoint changes and migrations.

Required profile

• Hands-on experience supporting SharePoint Online in an enterprise or managed services environment.
• Ability to diagnose access and sharing issues involving SharePoint permissions, Microsoft 365 groups and guest users.
• Strong troubleshooting skills, including reproducing issues, determining their scope and documenting findings.
• Professional proficiency in written and spoken English, able to explain technical issues to non-technical users.

Required skills

• Working knowledge of SharePoint sites, document libraries, lists, metadata, versioning and search.
• Experience with an IT service management or ticketing platform.
• Preferred: SharePoint admin centre, Microsoft 365 service health monitoring, Power Automate or Power Apps, SharePoint Online Management Shell or PnP PowerShell, SharePoint migrations, Microsoft Purview, SharePoint Server in a hybrid environment, and ITIL or a Microsoft certification.