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For Companies At a Glance
- Tasks: Support clients with IT issues via phone, email, and remote assistance.
- Company: Acora delivers premium IT services globally, enhancing user satisfaction for over 25 years.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Join a mission-driven team focused on improving IT experiences and making a real impact.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Acora values diversity and is committed to equal opportunities for all applicants.
The predicted salary is between 28800 - 43200 £ per year.
About Acora
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.
Role Description
You will provide support to one of our clients in the City of London working on a rota basis between 07:00 and 19:00, Monday to Friday, across an array of different technologies and setups. Whether it’s over the phone, a user walking up to you, or through remote assistance, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills. Our client and Acora operate within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements.
Key Responsibilities
- Provide a Single Point of Contact (SPOC) Service Desk for the client users to raise Incidents and Requests directed to the Service Now platform instance via Telephony, Email, and Portal.
- Ensure Incidents and Requests are resolved within the appropriate Service Level.
- Perform first-time fixes or route Incidents and Requests to the appropriate resolver party following a Call Handling Matrix.
- Raise a Major Incident when appropriate, which will then be managed by the Acora shared service protocol.
- Inform the necessary Service Management Stakeholders (as defined under the Service Escalation Contact Matrix) where an Incident or Request has been escalated but is with another party to resolve.
- Validate or attempt to validate with the Client user that a ticket may be closed following the Three Strike Rule.
- Ensure Incidents and Requests are routed back and forth (as appropriate) to the Out of Hours team only when necessary for Service Level adherence.
- Help identify Problems as a result of repeat Incidents and inform the Acora Service Delivery Manager.
Key Skills
- Proven experience working within a customer service-based role.
- Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers.
- Strong organisation and time management skills.
- Highly motivated, able to manage your own workload and meet deadlines while working under pressure in a fast-paced, dynamic environment.
Equal Opportunities at Acora
Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion, or age. We hire our people based on qualifications, merit, skills, and business need. Acora is a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and privileges of employment. Please contact us to request any reasonable adjustments. Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!
Service Desk Analyst employer: Center for Regional Energy Management
Contact Detail:
Center for Regional Energy Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the Service Now platform, as it's crucial for the role. Understanding how to navigate and utilise this tool will not only boost your confidence but also demonstrate your proactive approach to potential employers.
✨Tip Number 2
Brush up on your customer service skills by practising common scenarios you might encounter in a Service Desk environment. Role-playing these situations with a friend can help you articulate your responses clearly and effectively.
✨Tip Number 3
Research Acora's values and mission to align your answers during any interviews. Showing that you understand their commitment to improving end-user satisfaction will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Acora on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Service Desk Analyst position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service roles. Emphasise your communication skills and ability to work under pressure, as these are crucial for this position.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully handled customer service situations in the past, showcasing your problem-solving abilities.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are important traits for a Service Desk Analyst.
How to prepare for a job interview at Center for Regional Energy Management
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, your ability to communicate effectively with both technical and non-technical users is crucial. Prepare examples from your past experiences where you successfully resolved customer issues, demonstrating your excellent customer service skills.
✨Understand the Role of SPOC
Familiarise yourself with the concept of a Single Point of Contact (SPOC) in a service desk environment. Be ready to discuss how you would handle incidents and requests, ensuring you can articulate the importance of efficient communication and resolution processes.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you identify and escalate major incidents. Think of scenarios where you had to manage multiple requests under pressure and how you prioritised tasks to meet service level agreements.
✨Research Acora's Values and Services
Take some time to understand Acora's mission and the services they provide. Being knowledgeable about their approach to IT services and customer satisfaction will show your genuine interest in the company and help you align your answers with their values during the interview.
