Service Desk Analyst

Role: Service Desk Analyst

Location: London (On-site)

Salary: Up to £28,000 + extensive benefits package

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.

Role Overview

You will provide support to one of our clients in the City of London working on a rota basis between 07:00 and 19:00 Monday to Friday, working across an array of different technologies and setups. Whether it’s over the phone, user walking up to you or through remote assistance, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills

Our client and Acora operates within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements.

Job Responsibilities

• Provide first-line support for all IT-related issues with a primary focus on Windows operating systems and Microsoft technology.
• Triage issues to first point of contact and escalate it to relevant IT teams.
• 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 10,11) and server editions.
• 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.
• 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.

Key Skills, Knowledge & Experience

• Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimizing both environments.
• Active Directory skills, covering both on-premises and cloud configurations.
• Knowledge of Azure and Office 365, with some experience in supporting cloud-based solutions.
• Skilled in building and imaging Windows machines, ensuring standardized and optimized deployments.
• Implementation and maintenance of security measures within Windows and Mac environments.
• Providing responsive and effective end-user support with a focus on issue resolution.
• Developing clear documentation for configurations, troubleshooting, and user guides.
• Effective collaboration with cross-functional teams, along with clear communication of technical information to non-technical users.
• Commitment to staying current with the latest technology developments through ongoing training and certifications.

Check out the link to our website to read more about us - https://acora.com/

What you need to do now . . .

If you would like to be considered for this position and want to be part of a growing & innovative company . . . Click "apply" now.

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!