At a Glance
- Tasks: Provide on-site tech support and resolve user issues in a fast-paced environment.
- Company: Join Acora, a progressive tech services partner embracing the AI era.
- Benefits: Competitive salary, inclusive culture, and opportunities for growth.
- Other info: Be part of a dynamic team that values collaboration and innovation.
- Why this job: Make a real impact by helping users and enhancing their tech experience.
- Qualifications: Experience in tech support and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ 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.
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.
Skills, Knowledge & Experience
- 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.
Deskside Support Analyst employer: Acora
Acora is an exceptional employer that fosters a dynamic and inclusive work culture, where employees are encouraged to be the best they can be while embracing continuous growth and innovation. With a strong commitment to teamwork and clear communication, Acora offers meaningful opportunities for professional development in a fast-paced, technology-driven environment, ensuring that every team member can contribute to impactful results. Located in the UK, Acora prioritises employee well-being and provides a supportive atmosphere that values diversity and equal opportunities for all.
StudySmarter Expert Advice🤫
We think this is how you could land Deskside Support Analyst
✨Tip Number 1
Get to know the company culture before your interview. Check out Acora's values and think about how you can align your experiences with them. This will show you're not just a good fit for the role, but also for the team!
✨Tip Number 2
Practice your technical skills! Brush up on your knowledge of Microsoft Windows, Active Directory, and ServiceNow. Being able to demonstrate your hands-on experience during the interview will set you apart from other candidates.
✨Tip Number 3
Prepare some real-life examples of how you've solved problems in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your analytical and problem-solving skills effectively.
✨Tip Number 4
Don't forget to ask questions during your interview! Show your interest in the role and the company by asking about their approach to service improvement or how they handle complex issues. It’s a great way to engage and leave a lasting impression.
We think you need these skills to ace Deskside Support Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Deskside Support Analyst role. Highlight your technical capabilities, especially with Microsoft systems and ITIL practices, to show us you’re the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about providing top-notch support and how your proactive approach can enhance our user experience. Keep it engaging and personal!
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 solution-driven mindset, so share those stories that demonstrate your analytical skills and customer focus.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right team!
How to prepare for a job interview at Acora
✨Know Your Tech Inside Out
As a Deskside Support Analyst, you'll need to be well-versed in Microsoft operating systems, Active Directory, and Microsoft 365. Brush up on your technical knowledge and be ready to discuss specific troubleshooting scenarios you've encountered in the past.
✨Show Off Your Customer Service Skills
This role is all about providing excellent support to users. Prepare examples of how you've successfully resolved user issues in a friendly and efficient manner. Highlight your communication skills and how you keep users informed throughout the process.
✨Familiarise Yourself with ITIL Practices
Understanding ITIL best practices is crucial for this position. Be prepared to discuss how you've applied these principles in previous roles, especially in incident management and service delivery. It shows you're aligned with the company's values and approach.
✨Demonstrate a Proactive Mindset
Employers love candidates who take initiative. Think of instances where you've gone above and beyond to solve a problem or improve a process. This will showcase your analytical skills and solution-driven attitude, which are key for success in this role.
