Deskside Support Analyst in London

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.

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.