Deskside Support Analyst in Exeter

As a Deskside Support Analyst, you will be part of the Service Operations team, providing face-to-face and on-site technical support to end users. You will act as a key point of contact for resolving hardware, software, and access-related issues, ensuring a high-quality user experience in a fast-paced, security-conscious environment. This role requires strong technical capability, excellent interpersonal skills, and a proactive, customer-focused approach to problem resolution, operating in line with ITIL best practices.

Role Responsibilities

• Provide deskside and on-site technical support to users, resolving incidents and service requests logged via ServiceNow or other approved channels.
• Perform hands-on diagnosis, troubleshooting, and resolution of issues related to desktops, laptops, peripherals, mobile devices, and meeting room technology.
• Support Microsoft operating systems, Active Directory / Entra ID, Microsoft 365, and Microsoft Cloud services (including Azure).
• Manage user account administration, including account creation, access provisioning, group membership, and password resets using Active Directory / Entra ID.
• Install, configure, upgrade, and replace end-user hardware and software in accordance with standard operating procedures.
• Escalate complex or unresolved issues to second- or third-line support teams while maintaining ownership and clear communication with the user.
• Ensure all incidents and service requests are accurately logged, prioritised, and resolved within agreed service level agreements (SLAs).
• Follow documented technical procedures, security standards, and knowledge base articles to ensure consistent service delivery.
• Support security and compliance requirements, including endpoint protection, patching, and secure device handling.
• Collaborate with service desk, infrastructure, and security teams to support continuous service improvement.
• Participate in shift-based or on-call rotations where required to support business operational needs.

Values

We’re proud to share the values we live by. They 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 challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.
• WE DO WHAT WE SAY: When we make a promise, we follow-through - no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.
• TOGETHER WE WIN: Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team - for each other and for our customers.

Qualifications

• Strong working knowledge of current and previous versions of Microsoft Windows and Windows Server.
• Hands-on experience providing deskside or on-site end-user support in a corporate or enterprise environment.
• Experience using ServiceNow or similar IT Service Management (ITSM) tools.
• Solid understanding of Active Directory / Entra ID administration and troubleshooting.
• Good working knowledge of Microsoft 365 applications and end-user support.
• Familiarity with Microsoft Cloud technologies, including Azure, is desirable.
• Understanding of ITIL service management principles and best practices.
• Excellent communication and customer service skills, with the ability to engage confidently with users at all levels.
• Strong analytical and problem-solving skills with a proactive, solution-driven mindset.
• Experience working in a managed service provider (MSP), MSSP, or security-focused environment is advantageous but not essential.

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.