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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 mission to enhance user experiences.
- Benefits: Enjoy a full-time role with opportunities for travel and hands-on experience in tech.
- Why this job: Be part of a dynamic team that values innovation and personal growth in IT.
- Qualifications: Must have strong customer service skills and knowledge of Microsoft applications.
- Other info: Role based in Southampton with occasional travel to London; perfect for tech enthusiasts!
The predicted salary is between 28800 - 43200 £ 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
Gain hands-on experience with Mac devices, including troubleshooting and configuring MacBooks and iPads. If you have access to these devices, practice resolving common issues to showcase your expertise during interviews.
✨Tip Number 3
Brush up on your networking skills, as collaboration with infrastructure and network teams is a key responsibility. Understanding basic networking concepts will help you stand out as a candidate who can effectively support on-site hardware installations.
✨Tip Number 4
Prepare to discuss your customer service experience in detail. Think of specific examples where you've provided exceptional support, especially in high-pressure situations, as this aligns with the company's values and mission.
We think you need these skills to ace Desktop Support Analyst
Some tips for your application 🫡
Understand the Company Culture: Familiarise yourself with Acora's mission and values. Highlight how your personal values align with theirs in your application to show that you are a good cultural fit.
Tailor Your CV: Make sure your CV reflects relevant experience, especially in providing technical support for Microsoft applications and Mac devices. Use specific examples of past roles where you've demonstrated excellent customer service skills.
Craft a Compelling Cover Letter: In your cover letter, emphasise your problem-solving abilities and your experience with ITSM tools like ServiceNow. Mention your flexibility and willingness to travel, as these are key aspects of the role.
Showcase Your Communication Skills: Since excellent communication is crucial for this role, consider including a brief example in your application that demonstrates your ability to communicate effectively with both technical and non-technical users.
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Know Your Tech
Brush up on your knowledge of Microsoft Office Suite, Windows Operating Systems, and Mac devices. Be prepared to discuss specific troubleshooting scenarios you've encountered and how you resolved them.
✨Showcase Your Customer Service Skills
Since the role emphasises exceptional customer satisfaction, be ready to share examples of how you've provided outstanding support in previous positions. Highlight your ability to manage individual customer needs.
✨Demonstrate Team Collaboration
The job requires working closely with remote IT teams and other departments. Prepare to discuss instances where you've successfully collaborated with others to solve complex issues or improve processes.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's culture, values, and expectations for the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
