Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve client issues in a fast-paced environment.
- Company: Join Acora, a leader in premium IT services with a focus on user satisfaction.
- Benefits: Enjoy private medical, pension, gym membership, and 25 days annual leave.
- Why this job: Be the first point of contact for clients and make a real impact in IT.
- Qualifications: Strong knowledge of Microsoft systems and excellent communication skills required.
- Other info: Remote work with occasional onsite visits and great career growth opportunities.
The predicted salary is between 20800 - 26000 £ per year.
Contract Type: Permanent Full-Time
Salary: Up to £26,000
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Office Location/Working Policy: Remote (Occasional onsite visits)
Working Hours: Shift Pattern between 6am to 11pm
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, Knowledge & Experience:
- Strong working knowledge of the latest (and minus one) Microsoft operating systems (Windows / Windows Server)
- Experience using ServiceNow or similar IT service management tools
- Proficiency with Microsoft Cloud technologies, including Azure and related services
- Hands-on experience with Active Directory / Entra ID administration and troubleshooting
- 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
- Experience working in an MSSP or security-focused environment is desirable but not essential
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)
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.
Service Desk Analyst employer: Acora
Contact Detail:
Acora Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get to know the company before your interview! Research Acora's values and mission, and think about how your skills as a Service Desk Analyst align with their goals. This will help you stand out and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll need to explain technical issues in simple terms. Try role-playing with a friend or family member to get comfortable with breaking down complex topics.
✨Tip Number 3
Be ready for scenario-based questions during your interviews. Think of examples from your past experiences where you've successfully resolved technical issues or improved service delivery. This will showcase your problem-solving abilities.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining the team at Acora.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with Microsoft operating systems, Active Directory, and any relevant IT service management tools like ServiceNow. We want to see how your skills match what we're looking for!
Craft a Compelling 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 approach aligns with our values at Acora. Let us know why you’re the perfect fit!
Show Off Your Communication Skills: Since this role involves a lot of client interaction, make sure to showcase your communication skills in your application. Use clear and concise language, and don’t hesitate to demonstrate how you can explain technical issues in simple terms. We love clarity!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team at Acora. We can’t wait to hear from you!
How to prepare for a job interview at Acora
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft operating systems, Active Directory, and Microsoft 365. Be ready to discuss your hands-on experience with these technologies, as well as any troubleshooting you've done. This will show that you're not just familiar with the tools but can also use them effectively.
✨Master ServiceNow
Since you'll be using ServiceNow or similar IT service management tools, it’s crucial to understand how they work. Familiarise yourself with logging incidents, prioritising requests, and navigating the platform. If you can demonstrate your proficiency during the interview, it’ll give you a significant edge.
✨Communicate Clearly
Excellent communication skills are key for this role. Practice explaining technical issues in simple terms, as you’ll need to do this with clients who may not have a tech background. Consider doing mock interviews with friends or family to refine your ability to convey complex information clearly.
✨Show Your Problem-Solving Skills
Prepare to discuss specific examples of how you've tackled technical challenges in the past. Think about situations where you had to diagnose an issue or escalate a problem. Highlight your proactive approach and analytical thinking, as these traits are highly valued in a fast-paced environment.