Job Title: Junior Desktop Support Analyst Contract Type: Permanent Full-Time Salary: Up to £25,000 Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme Office Location/Working Policy: Onsite - 5 days a week Working Hours: 0800 to 2000 (Shift pattern included) What to wear: Smart casual The Role To work alongside and assist the Shared Service Desk Team providing remote software, hardware and network problem resolutions to our clients. You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients - Supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified. Role Responsibilities: * Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team * Managing incidents, requests and problems * Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients * Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes * Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets * Providing 1st and 2nd line remote support * Recording and maintaining the knowledge and known error database * Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager * Following agreed processes and contributing to their continual improvement Skills, Knowledge & Experience * Previous experience within Service Desk onsite support of corporate clients * Technical knowledge of and previous experience of supporting; Windows Operating Systems and Office 365/Office Applications, * Mobile Device Management * Working knowledge of networking (firewalls, routers and switches) * Excellent communication and customer service skills at all hierarchical levels 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 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. 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