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- Tasks: Provide remote support for software, hardware, and network issues while assisting clients.
- Company: Join a leading tech service centre with a supportive team environment.
- Benefits: Gain valuable experience, develop technical skills, and enjoy a flexible work culture.
- Why this job: Make a real difference by solving problems and improving client satisfaction every day.
- Qualifications: Experience in service desk support and knowledge of Windows, Office 365, and networking.
- Other info: Dynamic role with opportunities for growth and learning in a fast-paced environment.
The predicted salary is between 30000 - 42000 £ per year.
To work alongside and assist the Shared Service Desk Team providing remote software, hardware and network problem resolutions to our clients. You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients - Supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.
- Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team.
- Managing incidents, requests and problems.
- Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients.
- Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes.
- Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets.
- Providing 1st and 2nd line remote support.
- Recording and maintaining the knowledge and known error database.
- Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager.
- Following agreed processes and contributing to their continual improvement.
Requirements:
- Previous experience within Service Desk onsite support of corporate clients.
- Technical knowledge of and previous experience of supporting; Windows Operating Systems, Office 365/Office Applications, Microsoft Exchange, Azure.
- Mobile Device Management.
- Working knowledge of networking (firewalls, routers and switches).
Skills:
- Excellent Customer Service skills.
- Strong interpersonal skills.
- Ability to manage each Customer as an individual.
- Demonstrative ‘Can do’ attitude at all times.
- Flexible.
- Punctual at all times.
- Team Player.
- Excellent communication skills.
- Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment.
- Excellent multi-tasking skills.
Junior Desktop Support Analyst employer: Acora Limited
Contact Detail:
Acora Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Desktop Support Analyst
✨Tip Number 1
Network, network, network! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have a lead on that perfect Junior Desktop Support Analyst role.
✨Tip Number 2
Prepare for interviews by practising common questions related to desktop support. Brush up on your technical knowledge of Windows, Office 365, and networking. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Show off your problem-solving skills! During interviews, share examples of how you've tackled tech issues in the past. This will demonstrate your ability to manage incidents and provide top-notch customer service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Junior Desktop Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Junior Desktop Support Analyst role. Highlight your experience with Windows Operating Systems, Office 365, and any customer service skills that show you can handle client interactions like a pro.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention specific experiences that relate to the job description and show us your enthusiasm for the role.
Show Off Your Technical Skills: Don’t hold back on showcasing your technical knowledge! Whether it's troubleshooting or managing incidents, let us know how you've tackled similar challenges in the past. We love seeing real examples!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Acora Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows Operating Systems, Office 365, and networking basics. Be ready to discuss how you've used these skills in past roles or projects.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, think of examples where you've gone above and beyond for a customer. Highlight your ability to manage individual customer needs and how you handle difficult situations.
✨Prepare for Scenario Questions
Expect questions that put you in real-life support scenarios. Practice how you would troubleshoot common issues or manage incidents. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Demonstrate Your Team Spirit
This job requires working closely with a team, so be prepared to talk about your experiences collaborating with others. Share examples of how you've contributed to team success and improved processes in previous roles.
