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- Tasks: Provide top-notch support for software, hardware, and network issues in a dynamic team.
- Company: Join Acora, a forward-thinking tech services partner embracing the AI era.
- Benefits: Enjoy private medical, pension, gym membership, and 25 days annual leave.
- Why this job: Kickstart your career in tech while making a real impact on client satisfaction.
- Qualifications: Experience in service desk support and knowledge of Windows and Office 365 required.
- Other info: Work in a vibrant environment with opportunities for growth and development.
The predicted salary is between 20000 - 30000 £ per year.
Hit Apply below to send your application for consideration. Ensure that your CV is up to date, and that you have read the job specs first.
Contract Type: Permanent Full-Time
Salary: Up to £25,000
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Office Location/Working Policy: Onsite - 5 days a week
Working Hours: 0800 to 2000 (Shift pattern included)
What to wear: Smart casual
The Role
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.
Role Responsibilities:
- 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
Skills, Knowledge & Experience
- Previous experience within Service Desk onsite support of corporate clients
- Technical knowledge of and previous experience of supporting; Windows Operating Systems and Office 365/Office Applications
- Mobile Device Management
- Working knowledge of networking (firewalls, routers and switches)
- Excellent communication and customer service skills at all hierarchical levels
Equal Opportunities at Acora
Acora is 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 on the basis of 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.
Junior Desktop Support Analyst employer: Acora
Contact Detail:
Acora Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Desktop Support Analyst
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Acora. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to desktop support and customer service. Think about how you can demonstrate your technical skills and problem-solving abilities with real-life examples.
✨Tip Number 3
Dress smart casual for your interview. First impressions matter, and looking the part shows that you take the opportunity seriously. Plus, it aligns with the company culture at Acora!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Junior Desktop Support Analyst
Some tips for your application 🫡
Keep Your CV Fresh: Make sure your CV is up to date and tailored for the Junior Desktop Support Analyst role. Highlight relevant experience, especially in service desk support and technical skills, so we can see how you fit right in!
Read the Job Specs Carefully: Before hitting apply, take a good look at the job description. Understanding what we're looking for will help you align your application with our needs, making it easier for us to see your potential.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure to showcase your excellent communication skills in your application. We want to know how you can provide that first-class level of service we pride ourselves on!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Acora
✨Know Your Tech
Brush up on your knowledge of Windows Operating Systems, Office 365, and basic networking concepts. Be ready to discuss how you've used these in past roles or projects, as this will show your technical competence and readiness for the Junior Desktop Support Analyst position.
✨Customer Service is Key
Prepare examples that highlight your customer service skills. Think about times when you went above and beyond to help a client or resolved a tricky issue. This role is all about providing first-class support, so demonstrating your commitment to customer satisfaction will set you apart.
✨Dress Smart Casual
Since the dress code is smart casual, aim for a polished yet comfortable look. This shows that you respect the company culture while also being yourself. A neat appearance can make a great first impression!
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, the tools you'll be using, or how success is measured in the role. This not only shows your interest in the position but also helps you gauge if the company is the right fit for you.