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For Companies At a Glance
- Tasks: Provide top-notch technical support and ensure customer satisfaction daily.
- Company: Join Acora, a leading IT services provider with a global presence and a mission to enhance user experiences.
- Benefits: Enjoy a full-time role with opportunities for travel and hands-on experience in a dynamic environment.
- Why this job: Be part of a culture that values innovation, teamwork, and personal growth while making a real impact.
- Qualifications: Must have strong skills in Microsoft applications, customer service, and IT troubleshooting.
- Other info: This role requires onsite presence in Southampton and occasional travel to London.
The predicted salary is between 28800 - 42000 £ per year.
About Us
We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things. Based in the UK, with offices globally in the USA, South Africa, Sri Lanka, Kuala Lumpur, and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software, and cloud solutions to over 300 ambitious mid-market organisations. In response to our customers’ changing needs and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities. Our mission is to unleash the potential of people through amazing IT experiences.
Our Values
At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.
- Be the best you can be
- We do what we say
- Together we win
Description
As a member of the onsite support team, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service. The position offered is a full-time, onsite role primarily based in Southampton, with the expectation of being present at client sites every working day. The role also entails occasional travel to the client’s London office, which may necessitate an overnight stay.
Key Responsibilities
- Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc.
- Support Service Desk with tickets where possible.
- Provide expert support for Microsoft Office Suite and other Microsoft applications.
- Provide support for Mac devices, including MacBooks and iPads.
- Assist users with Mac-related issues, configurations, and software installations.
- Ensure compatibility and integration of Mac devices with the existing IT infrastructure.
- Troubleshoot and resolve software-related issues promptly and efficiently.
- Assist end-users with software installations and updates.
- Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems.
- Ensure seamless operation of audio-video equipment during meetings and events.
- Assist users with setting up and using AV equipment for presentations and conferences.
- Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance.
- Assist in troubleshooting and resolving network and infrastructure-related issues.
- Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices.
- Track asset allocation, perform regular audits, and ensure equipment is properly configured.
- Provide IT support for customer conferences and events, including setting up and configuring IT equipment.
- Ensure the smooth operation of audio-video equipment during customer-facing events.
- Offer technical assistance to event participants as needed.
- Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely.
- Collaborate with remote IT teams to ensure timely issue resolution.
- Assist with the onboarding of new employees, ensuring they have the necessary IT equipment and access.
- Provide training and support to new starters to ensure a smooth transition into their roles.
- Provide VIP support where required to senior members of the organisation.
Key Skills
- Microsoft Windows Operating Systems.
- Microsoft Office, 365 and other associated applications.
- Building of hardware.
- Networking skills.
- Excellent communication and customer service skills at all hierarchical levels.
- Experience of using ITSM ServiceNow or equivalent ticketing system.
Personal Specification
- Excellent Customer Service skills.
- Strong interpersonal skills.
- Ability to manage each Customer as an individual.
- Demonstrative ‘Can do’ attitude at all times.
- Flexible.
- Punctual at all times.
- Team Player.
- Excellent communication skills.
- Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment.
- Excellent multi-tasking skills.
Desktop Support Analyst employer: Acora - IT, Cyber & AI
Contact Detail:
Acora - IT, Cyber & AI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Analyst
✨Tip Number 1
Familiarise yourself with the Microsoft Office Suite and other Microsoft applications, as these are crucial for the role. Consider taking online courses or tutorials to enhance your skills and demonstrate your commitment to mastering these tools.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily relies on providing exceptional support. Practice active listening and problem-solving techniques to ensure you can handle various user issues effectively.
✨Tip Number 3
Gain hands-on experience with Mac devices, including troubleshooting and configuring them. If you don’t have access to a Mac, consider volunteering or helping friends to get familiar with common issues and solutions.
✨Tip Number 4
Network with professionals in the IT support field, especially those who work with desktop support. Attend industry events or join online forums to learn from their experiences and gain insights that could help you stand out during the interview process.
We think you need these skills to ace Desktop Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Desktop Support Analyst role. Emphasise your expertise in Microsoft Office Suite, Mac support, and customer service skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your understanding of the company's mission. Mention specific examples of how you've provided exceptional customer service in previous roles.
Highlight Technical Skills: In your application, clearly list your technical skills, especially those related to Microsoft Windows Operating Systems, networking, and ITSM tools like ServiceNow. This will demonstrate your capability to handle the responsibilities outlined in the job description.
Showcase Soft Skills: Don't forget to mention your soft skills such as communication, teamwork, and flexibility. These are crucial for the role, especially since you'll be working closely with clients and other IT teams.
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Microsoft Office Suite, Windows Operating Systems, and any relevant hardware or networking skills. Bring examples of past troubleshooting scenarios to demonstrate your expertise.
✨Emphasise Customer Service Experience
Since the role focuses on delivering exceptional customer satisfaction, highlight your previous roles where you provided IT support. Share specific instances where you went above and beyond to assist users.
✨Demonstrate Your Team Spirit
Acora values teamwork, so be ready to discuss how you've collaborated with others in past positions. Share examples of how you contributed to team success and supported colleagues in achieving common goals.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world situations. Think about potential challenges you might face in this role and how you would approach resolving them, especially regarding Mac devices and AV equipment.
