At a Glance
- Tasks: Support customers with IT issues via phone, remote assistance, or on-site visits.
- Company: Acora is a leading IT services provider focused on enhancing user satisfaction.
- Benefits: Enjoy private medical, pension, 25 days leave, gym membership, and more!
- Other info: Flexible shift schedules allow for a mix of office and remote work.
- Why this job: Join a dynamic team dedicated to delivering excellent IT experiences and improving skills.
- Qualifications: Experience in IT support, familiarity with ticketing systems, and strong troubleshooting skills required.
The predicted salary is between 24000 - 36000 € per year.
Junior Service Desk Analyst
Contract Type: Permanent, Full Time
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Dress Code: Smart casual
The Role
As Service Desk 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.
Role Responsibilities
- 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.
Skills, Knowledge & Experience
- Strong working knowledge of the latest (and minus one) Microsoft operating systems (Windows / Windows Server)
- Experience using ServiceNow or similar IT service management tools
- 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
Requirements for Consideration
- Full rights to work in the UK.
Equal Opportunities
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 on the basis of 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.
Junior Service Desk Analyst employer: Acora - IT, Cyber & AI
At Acora, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters growth and collaboration. With benefits like private medical insurance, a generous pension scheme, and a commitment to employee development, we ensure our team members thrive both personally and professionally. Located in the heart of the UK, our flexible working arrangements allow you to balance office and remote work, making it an ideal environment for those seeking meaningful and rewarding careers in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the technologies mentioned in the job description, such as Microsoft Teams, Windows operating systems, and ITIL practices. Having a solid understanding of these tools will not only boost your confidence but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Prepare for the interview by practising common service desk scenarios. Think about how you would handle specific technical issues or customer interactions, as this will showcase your problem-solving skills and customer service orientation, which are crucial for this position.
✨Tip Number 3
Research Acora's values and mission statement thoroughly. Be ready to discuss how your personal values align with theirs, especially around customer satisfaction and teamwork. This alignment can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Acora on platforms like LinkedIn. Engaging with them can provide you with insider insights about the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace Junior Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience and skills that align with the Junior Service Desk Analyst role. Focus on customer service, IT support, and any specific technologies mentioned in the job description.
Craft a Strong Cover Letter:Write a cover letter that showcases your enthusiasm for the role and the company. Mention how your background fits the responsibilities outlined, such as troubleshooting IT issues and providing excellent customer service.
Highlight Relevant Skills:In your application, emphasise your experience with ticketing systems like Service Now, as well as your knowledge of Microsoft Teams, Windows operating systems, and IT security best practices. These are key skills for the position.
Prepare for the Interview Process:Familiarise yourself with the interview process outlined by Acora. Be ready for a screening call followed by video and face-to-face interviews. Prepare to discuss your problem-solving skills and how you handle customer interactions.
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Showcase Your Customer Service Skills
As a Junior Service Desk Analyst, you'll be interacting with customers regularly. Make sure to highlight your previous customer service experiences and how you handled challenging situations. Demonstrating your ability to communicate effectively and maintain professionalism will set you apart.
✨Familiarise Yourself with Relevant Technologies
Before the interview, brush up on the technologies mentioned in the job description, such as Microsoft Teams, Windows operating systems, and ticketing systems like Service Now. Being able to discuss these tools confidently will show that you're prepared and knowledgeable about the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and how you would handle specific IT issues. Practise answering scenario-based questions, focusing on your thought process and the steps you would take to resolve problems efficiently.
✨Emphasise Teamwork and Collaboration
Acora values teamwork, so be ready to discuss your experiences working in a team environment. Share examples of how you've collaborated with others to achieve common goals, and express your commitment to contributing positively to the team dynamic.
