At a Glance
- Tasks: Deliver top-notch tech support and ensure customer satisfaction in a dynamic environment.
- Company: Join Acora, a forward-thinking IT services company with a commitment to diversity.
- Benefits: Enjoy private medical, pension, gym membership, and 25 days annual leave.
- Other info: Great opportunities for career growth and a supportive work culture.
- Why this job: Be part of a team that makes a real difference in tech support and user experience.
- Qualifications: Experience with Microsoft Office and troubleshooting skills are essential.
The predicted salary is between 28800 - 42000 £ per year.
Working hours: Shift pattern between 0800 - 1645 and 0900 - 1745
About the role
As Deskside Support Analyst you will be part of the Service Operations team and be the first point of contact for clients, providing technical support and ensuring efficient resolution of incidents and service requests.
You will work within a fast-paced, security-conscious environment, supporting a wide range of technologies and adhering to ITIL best practices. This role requires strong technical expertise, excellent communication skills, and a proactive approach to problem-solving.
What you'll do
- Act as the first line of technical support, handling incidents, requests, and alerts raised through ServiceNow or other communication channels.
- Provide first-level diagnosis and resolution for issues related to Microsoft operating systems, Active Directory / Entra ID, Microsoft 365, and Microsoft Cloud services (including Azure).
- Escalate complex issues to second- or third-line teams while maintaining ownership and ensuring timely updates to the customer.
- Monitor and maintain system performance alerts and security-related events in line with MSP operational procedures.
- Adherence to documented processes and procedures, including technical procedures and knowledge base articles.
- Support user account management, password resets, and access provisioning through Active Directory / Entra ID.
- Ensure incidents and requests are logged, prioritised, and resolved within agreed service levels (SLAs).
- Collaborate with other internal teams to support continuous service improvement and maintain high standards of security and compliance.
- Participate in shift-based or on-call rotations where required to provide 24/7 operational coverage.
What you'll bring
- Strong working knowledge of the latest (and minus one) Microsoft operating systems (Windows / Windows Server).
- Experience using ServiceNow or similar IT service management tools.
- Proficiency with Microsoft Cloud technologies, including Azure and related services.
- Hands-on experience with Active Directory / Entra ID administration and troubleshooting.
- Good understanding of Microsoft 365 applications and user support.
- Knowledge of ITIL service management principles and best practices.
- Excellent communication and customer service skills, with the ability to explain technical issues in simple terms.
- Strong analytical and problem-solving abilities with a proactive, solution-oriented mindset.
- Experience working in an MSSP or security-focused environment is desirable but not essential.
What we offer
- 25 days leave + bank holidays
- Your birthday off
- Enhanced parental leave
- Company Pension
- Private medical
- Cycle to work scheme
- Employee assistance programme
- Endless learning opportunities
Who are we
Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible.
We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact.
Our values
- #1 Be the best you can be
- #2 We do what we say
- #3 Together we win
Interested in becoming an Acoran? Check out the link to our website to read more about us - Acora.com
To be considered for this position, you must have full rights to work in the UK.
Equal Opportunities at Acora Group
Acora Group are 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.
We are 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 all 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!
#J-18808-Ljbffr
Desktop Support Analyst 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 Desktop Support Analyst
✨Tip Number 1
Get to know the company culture! Before your interview, check out Acora's website and social media. Understanding their values and work environment can help you tailor your responses and show you're a great fit.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. This will help you feel more confident and articulate when discussing your experience with Microsoft Office Suite and troubleshooting skills.
✨Tip Number 3
Show off your tech skills! Be ready to discuss specific examples of how you've resolved IT issues in the past, especially with Mac devices or AV setups. Real-life stories can make you stand out from other candidates.
✨Tip Number 4
Follow up after your interview! A quick thank-you email to your interviewers can leave a lasting impression. It shows your enthusiasm for the role and keeps you on their radar as they make their decision.
We think you need these skills to ace Desktop Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Desktop Support Analyst role. Highlight your experience with Microsoft Office Suite, troubleshooting skills, and any relevant IT support roles you've had. We want to see how your skills match what we're looking for!
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 you can contribute to our team at Acora. Keep it concise but engaging – we love a bit of personality!
Showcase Your Customer Service Skills:Since this role involves a lot of interaction with users, make sure to highlight your customer service experience. Share examples of how you've gone above and beyond to help users in previous roles. We value exceptional service!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Office Suite and Mac devices. Be prepared to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your practical experience and problem-solving skills.
✨Showcase Your Customer Service Skills
Since this role involves a lot of interaction with users, think of examples where you've provided exceptional customer service. Highlight how you handled difficult situations or resolved issues quickly to keep users satisfied.
✨Prepare for Technical Questions
Expect questions that test your technical knowledge and troubleshooting abilities. Practice explaining your thought process when diagnosing issues, as this will demonstrate your analytical skills and approach to problem-solving.
✨Dress Smart Casual and Be Punctual
Remember, the dress code is smart casual, so aim for a polished yet comfortable look. Also, plan to arrive early for your interview to show that you value punctuality and are serious about the opportunity.
