At a Glance
- Tasks: Provide top-notch technical support and resolve client issues in a fast-paced environment.
- Company: Join Acora One, a trusted UK tech partner for small and medium-sized businesses.
- Benefits: Enjoy 25 days leave, private medical, gym membership, and endless learning opportunities.
- Other info: Be part of a diverse team that values growth and collaboration.
- Why this job: Make a real impact while developing your tech skills in a supportive team.
- Qualifications: Strong knowledge of Microsoft systems and excellent communication skills required.
- 📝 Engagement: Full Time, Permanent
- 🌏 Location: Belfast
- ⌚ Working hours: Shift pattern between (Apply online only) and (Apply online only)
About the role
As Deskside Support 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.
What you'll do
- Act as the first line of technical support, handling incidents, requests, and alerts raised through Service Now 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.
- What you'll bring
- Strong working knowledge of the latest (and minus one) Microsoft operating systems (Windows / Windows Server).
- Experience using Service Now or similar IT service management tools.
- Proficiency with Microsoft Cloud technologies, including Azure and related services.
- Hands-on experience with Active Directory / Entra ID administration and troubleshooting.
- 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.
- Experience working in an MSSP or security-focused environment is desirable but not essential.
What we offer
- 25 days leave + bank holidays
- Your birthday off
- Enhanced parental leave
- Company Pension
- Private medical
- Gym membership
- Cycle to work scheme
- Employee assistance programme
- Endless learning opportunities
- Who are we
Acora One is a trusted UK technology partner dedicated to helping small and medium-sized businesses thrive through reliable, secure, and scalable IT solutions.
Backed by the expertise and resources of Acora Group, Acora One delivers comprehensive managed IT services, cybersecurity, cloud solutions, connectivity, telephony, and business continuity support tailored to the needs of growing organisations.
Our values
- #1 Be the best you can be
- #2 We do what we say
- #3 Together we win
To be considered for this position, you must have full rights to work in the UK.
Equal Opportunities at Acora Group
Acora Group are 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 based on 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.
Please contact us to request any reasonable adjustments.
Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team
Desktop Support Analyst in Belfast employer: Acora
As a Desktop Support Analyst, you will thrive in a dynamic work environment that values innovation and collaboration. Our company offers competitive salaries, comprehensive benefits, and ample opportunities for professional development, ensuring that you can grow your skills while making a meaningful impact on our users' experiences. Located in a vibrant area, we foster a supportive culture that encourages teamwork and celebrates success.
StudySmarter Expert Advice🤫
We think this is how you could land Desktop Support Analyst in Belfast
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Acora values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Acora might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Acora!
✨Direct Apply to Acora
Let's not forget to apply directly through the Acora website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Desktop Support Analyst in Belfast
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Acora.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Acora. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Acora
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
