At a Glance
- Tasks: Provide top-notch technical support during night shifts for Windows and Microsoft applications.
- Company: Join Acora One, a trusted UK tech partner for small and medium businesses.
- Benefits: Earn up to £28,000 with flexible remote work and a supportive team environment.
- Other info: Be part of a diverse team that values collaboration and personal growth.
- Why this job: Make a real impact by helping clients solve their tech issues while working night shifts.
- Qualifications: Experience with Windows OS, Microsoft applications, and strong troubleshooting skills required.
Engagement: Full-time, permanent
Location: Remote
Working hours: Shifts between 7:00 PM and 7:00 AM (Monday to Thursday)
Salary: Up to £28,000
About the role
As a Service Desk Analyst, you will be part of the Service Operations team, delivering high-quality technical support to our customers during our extended weekend coverage window. This role is specifically designed to operate on covering shifts between 7:00 PM and 7:00 AM (Monday to Thursday).
You will be responsible for providing technical assistance, troubleshooting, and support to end-users, primarily focusing on Windows OS and Microsoft applications. This role plays a key part in maintaining consistent customer service coverage across the full 7-day support model, ensuring our clients receive support during weekend hours.
What you’ll do
- Provide first-line support for all IT-related issues, focusing primarily on Windows operating systems and Microsoft technology, during weekend and extended-hour shifts (Friday to Monday, 9:00 AM to 6:00 PM).
- Diagnose and resolve hardware, software, and network issues in a timely and efficient manner.
- Respond to service desk tickets, emails, and phone calls, ensuring a high level of customer satisfaction.
- Possess in-depth knowledge and hands-on experience with various versions of Windows OS (Windows 7, 8, 10) and server editions.
- Perform system installations, configurations, and upgrades for Windows environments.
- Troubleshoot and resolve issues related to Windows OS, including system performance and security.
- Expertise in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and troubleshooting issues related to these applications.
- Experience with Microsoft Exchange for email administration and support.
- Knowledge of Active Directory, Group Policy, and other Microsoft server technologies.
- Develop and maintain user guides, FAQs, and documentation for common technical issues.
- Provide training sessions to end-users on Windows and Microsoft applications to enhance their proficiency.
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Communicate effectively with end-users, keeping them informed about the status of their support requests.
What you’ll bring
- In-depth knowledge of Azure and Office 365, with hands-on experience in implementing and supporting cloud-based solutions.
- Skilled in building and imaging Windows machines, ensuring standardized and optimized deployments.
- Proven ability to diagnose and resolve complex issues related to OS, applications, and hardware components.
- Implementation and maintenance of security measures within Windows and Mac environments.
- Ability to work effectively in a dynamic, time-sensitive environment, especially during weekend and early/late-day shifts.
- Willingness to work a regular weekend-based schedule (e.g. Friday to Monday), with flexibility to provide consistent support during non-standard hours.
- Previous experience in roles requiring shift-based or extended hour working, demonstrating a proactive approach and adaptability to changing demands.
Who we are
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.
Service Desk Analyst (Nights) in London employer: Acora
Acora One is an exceptional employer that prioritises employee growth and development, offering a supportive work culture where teamwork and excellence are celebrated. With flexible working hours and a commitment to diversity and inclusion, employees can thrive in a dynamic environment while contributing to meaningful IT solutions for small and medium-sized businesses. Join us to be part of a team that values your skills and provides opportunities for professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst (Nights) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Acora. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Acora before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst (Nights) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Acora:Your cover letter is your chance to shine! Tell us why you want to work at Acora specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Acora!
How to prepare for a job interview at Acora
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
