At a Glance
- Tasks: Diagnose IT issues, provide support, and ensure customer satisfaction.
- Company: Join Acora, a leader in premium IT services with a vibrant culture.
- Benefits: Enjoy private medical, pension, gym membership, and 25 days annual leave.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Kickstart your IT career and make a real difference in user experiences.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 28800 - 43200 £ per year.
Contract Type: Permanent Full-Time
Salary: Negotiable dependent on experience
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Office Location/Working Policy: Norwich - office based
Working hours: Shift rotation
Dress code: Smart casual
Role Responsibilities
- Diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
- Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.
- Be proactive with case follow‑ups and ensure customer satisfaction according to our KPIs.
- Achieve individual KPIs and contribute to the success of the department.
- Answer telephone calls from customers with technical problems and queries.
- Attend customer premises when required, troubleshooting hardware problems in PCs or Laptops such as RAM, motherboards, or hard drive failures.
- Create, administer, and disable Active Directory objects.
- Perform administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes.
- Perform software updates and installations on end users' workstations and servers.
- Raise cases from emails received by the department and from the proactive monitoring system.
- Escalate incidents to senior support team members or external suppliers when required.
- Create and update Knowledge Base Articles to share knowledge between team members and the wider organization.
- Take an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations.
Skills, Knowledge & Experience
- 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.
- Organisation and time management skills.
- A problem‑solver who can gather relevant data and identify potential improvements and alternatives in a logical manner.
- Highly motivated, able to manage own workload and meet deadlines while working under pressure in a fast‑paced, dynamic environment.
The Interview Process
- Screening call: Phone call with our recruitment team to assess your suitability for the role.
- First interview: A video call over MS Teams with the Hiring Manager.
- Second interview: A video call over MS Teams with the Hiring Manager and a team member.
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. Our mission is to unleash the potential of people through amazing IT experiences. We live by three key values that define our culture: pursue excellence, deliver on promises, and win together.
Equal Opportunities at Acora
Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race, ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire on the basis of qualifications, merit, skills and business need. We are a Level 1 Disability Confident Committed Employer and will provide reasonable accommodation for candidates with disabilities.
1st Line Support Technician in Norwich employer: Acora - IT, Cyber & AI
Acora - IT, Cyber & AI is an excellent employer for those seeking a rewarding role as a Night Service Desk Analyst. With a strong commitment to employee growth and a supportive work culture, you will enjoy benefits such as 25 days of leave, bank holidays, and private medical care, all while being part of a dedicated team that values equal opportunities and continuous learning.
Contact Details:
Acora - IT, Cyber & AI Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Technician in Norwich
✨Tip Number 1
Get to know the company before your interview! Research Acora's values and mission, and think about how your skills as a 1st Line Support Technician can contribute to their goal of improving end user satisfaction. This will help you stand out and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with both technical and non-technical customers, it's crucial to explain complex IT issues in simple terms. Try role-playing with a friend or family member to get comfortable with this.
✨Tip Number 3
Be ready to showcase your problem-solving skills during the interview. Think of examples from your past experiences where you diagnosed and resolved IT issues effectively. This will demonstrate your ability to meet the KPIs and contribute to the team's success.
✨Tip Number 4
Don't forget to follow up after your interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that 1st Line Support Technician position!
We think you need these skills to ace 1st Line Support Technician in Norwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 1st Line Support Technician role. Highlight your customer service experience and any technical skills that match the job description. We want to see how you can contribute to our mission of improving end user satisfaction!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how your skills align with our values at Acora. Remember, we love candidates who are proactive and eager to learn.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've diagnosed and resolved IT issues in the past. We’re looking for problem-solvers who can think logically and improve processes, so don’t hold back on sharing your success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Acora!
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Know Your Tech
Brush up on your technical knowledge related to common IT issues, especially those mentioned in the job description. Be ready to discuss how you've diagnosed and resolved similar problems in the past.
✨Customer Service Focus
Since this role is customer-facing, prepare examples that showcase your excellent communication skills. Think of times when you turned a frustrated customer into a satisfied one, and be ready to share those stories.
✨Familiarise with Active Directory
Get comfortable with Active Directory concepts, as you'll need to create and manage objects. If you have experience with it, be prepared to discuss specific tasks you've performed.
✨Show Initiative
Acora values proactive problem-solving. Think of suggestions for improving processes or enhancing customer satisfaction that you can bring up during the interview. This shows you're not just looking to fill a role but to contribute to the team's success.
