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.
You will provide support to our customers, working across an array of different technologies and setups. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills.
You will be working on site at one of our London clients on a Rota basis between the hours of 07:00 and 19:00 Monday to Friday.
Role Responsibilities
* To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements
* To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy
* Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs
* Achieving individual KPIs and in turn contributing to the success of the department
* Answering telephone calls from customers with technical problems and queries
* Attending customer premises when required, this could include troubleshooting hardware problems in PCs or Laptops such as RAM, motherboards, or Hard Drive Failures
* Creating, administrating, and disabling active directory objects
* Administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes
* Performing software updates and installations on end users' workstations and servers
* Raising cases from emails received by the department and from the proactive monitoring system
* Escalating incidents to senior support team members or external suppliers when required
* Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation
* Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations
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
About Acora
Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible.
We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact.
Our brand is much more than a logo; it is what people feel and think about Acora. This role is integral to our Marketing team, delivering an engaging and compelling story to all our audiences, whether that happens in conversation or through our marketing communications.
Our Values
We’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.
#1 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.
#2 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.
#3 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.
How to become an Acoran.. .
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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