At a Glance
- Tasks: Provide first-line technical support and resolve incidents for clients in a fast-paced environment.
- Company: Join a dynamic team at Acora, committed to equal opportunities and inclusivity.
- Benefits: Enjoy private medical, pension, 25 days leave, gym membership, and more.
- Other info: Great opportunity for growth in a supportive and collaborative workplace.
- Why this job: Kickstart your tech career while making a real difference in client support.
- Qualifications: Strong knowledge of Microsoft systems and excellent communication skills required.
The predicted salary is between 25000 - 32000 € per year.
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 in London employer: Acora - IT, Cyber & AI
Acora is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive benefits package including private medical insurance, a generous pension scheme, and 25 days of annual leave. Our smart casual work culture fosters collaboration and innovation within a fast-paced environment, while our commitment to equal opportunities ensures a diverse and inclusive workplace where every team member can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Service Desk Analyst in London
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical skills! Since this role involves supporting Microsoft operating systems and cloud services, brush up on your knowledge. You could even set up a mock service desk scenario with friends to get comfortable with troubleshooting.
✨Tip Number 3
Don’t underestimate the power of communication! Be ready to explain complex tech issues in simple terms during your interview. This shows you can connect with clients effectively, which is key for a Service Desk Analyst.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join our team at StudySmarter!
We think you need these skills to ace Junior Service Desk Analyst in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights the skills and experiences that match the Junior Service Desk Analyst role. We want to see your technical expertise and customer service skills shine through!
Craft a Catchy Cover Letter:Your cover letter is your chance to show us your personality! Keep it engaging and explain why you're excited about the role and how you can contribute to our team.
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled technical issues in the past. We love seeing a proactive approach to problem-solving, so don’t hold back!
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’s super easy!
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 operating systems, Active Directory, and Microsoft 365. Be ready to discuss how you've used these technologies in the past and be prepared to answer technical questions that may come your way.
✨Practice Your Communication Skills
Since this role involves explaining technical issues to clients, practice simplifying complex concepts. You could even role-play with a friend or family member to get comfortable with breaking down technical jargon into layman's terms.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL best practices is crucial for this position. Take some time to review the key principles and think about how they apply to service desk operations. Being able to reference these during your interview will show your commitment to quality service.
✨Show Your Problem-Solving Mindset
Prepare examples of how you've tackled technical issues in the past. Think of specific scenarios where you identified a problem, diagnosed it, and implemented a solution. This will demonstrate your proactive approach and analytical skills.
