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- Tasks: Provide first-line technical support and resolve incidents for clients.
- Company: Join Acora, a leader in premium IT services with a focus on user satisfaction.
- Benefits: Competitive salary up to £25,000, smart casual dress code, and supportive team culture.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Kickstart your career in tech while making a real impact on client experiences.
- Qualifications: Strong knowledge of Microsoft systems and excellent communication skills required.
Contract Type: Permanent, Full Time
Salary: Up to £25,000
Office Location/Working Policy: Onsite
Working Hours: Shift pattern between 8am and 8pm
What to wear: Smart casual
The Role: As Service Desk 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.
Role Responsibilities:
- Act as the first line of technical support, handling incidents, requests, and alerts raised through ServiceNow 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.
Key Skills:
- Strong working knowledge of the latest (and minus one) Microsoft operating systems (Windows / Windows Server)
- Experience using ServiceNow or similar IT service management tools
- 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
The Interview Process:
- Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you.
- First interview: A video call over MS Teams with the Hiring Manager + Team Member.
- Second interview: Usually F2F interview onsite at one of our offices (this can sometimes involve a task or presentation).
About Acora: We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things. Our mission is to unleash the potential of people through amazing IT experiences.
At Acora, we live by three key and simple values that drive everything we do guiding our actions, shaping our culture, and ensuring we deliver excellence every step of the way.
- BE THE BEST YOU CAN BE: We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.
- WE DO WHAT WE SAY: When we make a promise, we follow-through - no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.
- TOGETHER WE WIN: Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team – for each other and for our customers.
To be considered for this position, you must have full rights to work in the UK.
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 Service Desk Analyst in London employer: Acora
Contact Detail:
Acora Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Service Desk Analyst in London
✨Tip Number 1
Get to know the company before your interview! Research Acora's values and mission, and think about how your skills align with their goals. This will help you stand out and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for clients, being able to explain technical issues in simple terms is key. Try role-playing common scenarios with a friend to build your confidence.
✨Tip Number 3
Be proactive during the interview process. If you get asked a question, don’t just answer it—expand on it! Share examples from your past experiences that demonstrate your problem-solving abilities and how you’ve handled similar situations.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in showing your appreciation and keeping you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role.
We think you need these skills to ace Junior Service Desk Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Junior Service Desk Analyst role. Highlight your technical skills, especially with Microsoft operating systems and ITIL principles, so we can see how you fit into our team.
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing excellent customer service and how your proactive problem-solving skills can benefit us at Acora.
Show Off Your Communication Skills: Since this role involves a lot of client interaction, make sure to showcase your communication skills in your application. We want to know how you can explain technical issues in simple terms!
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 don’t miss out on any important updates from our recruitment team.
How to prepare for a job interview at Acora
✨Know Your Tech
Brush up on your knowledge of Microsoft operating systems, Microsoft 365, and Active Directory. Be ready to discuss how you've used these technologies in the past, as well as any troubleshooting experiences you’ve had.
✨Master ServiceNow
Familiarise yourself with ServiceNow or similar IT service management tools. If you have experience using it, be prepared to share specific examples of how you’ve logged incidents or managed requests effectively.
✨Communicate Clearly
Practice explaining technical issues in simple terms. The interviewers will want to see that you can communicate effectively with clients who may not have a technical background, so think of examples where you’ve done this before.
✨Show Your Problem-Solving Skills
Prepare to discuss a time when you faced a challenging technical issue. Highlight your analytical approach and how you maintained a proactive mindset to resolve the problem efficiently.