At a Glance
- Tasks: Provide face-to-face tech support and resolve user issues in a dynamic environment.
- Company: Join a forward-thinking company focused on excellent user experiences.
- Benefits: Competitive pay, flexible hours, and opportunities for skill development.
- Other info: Great chance to grow your career in a supportive team atmosphere.
- Why this job: Be the go-to tech hero, making a real difference for users every day.
- Qualifications: Experience with Microsoft systems and strong problem-solving skills required.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
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.
Desktop Support Analyst in Nottingham employer: Acora Limited
As a leading employer in the technology sector, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel. Our Desktop Support Analysts benefit from comprehensive training and development opportunities, ensuring they stay at the forefront of industry advancements while enjoying a supportive environment that values teamwork and customer satisfaction. Located in a vibrant area, our office offers a dynamic atmosphere with access to modern amenities, making it an ideal place for professionals seeking meaningful and rewarding careers.
