Job Title
Service Desk Analyst
Contract Type
Permanent, Full Time
Salary
Up to £28,000
Office Location / Working Policy
Onsite
Working Hours
Shift pattern between 7am and 7pm, Monday to Friday on a rota basis.
Dress Code
Smart casual
Role Overview
The Service Desk Analyst provides support to customers across a range of technologies and setups, whether via telephone, remote assistance or on‑site visits. The role requires strong technical expertise, excellent communication skills, and a proactive approach to problem‑solving.
Key Responsibilities
* Diagnose and resolve a variety of IT problems within service level agreements.
* Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.
* Proactively follow up on cases to ensure customer satisfaction according to KPIs.
* Answer telephone calls from customers with technical problems and queries.
* Attend customer premises to troubleshoot hardware problems in PCs or laptops (e.g. RAM, motherboards, hard drive failures).
* Create, administrate, and disable Active Directory objects.
* Perform administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes.
* Perform software updates and installations on workstations and servers.
* Raise cases from emails and from proactive monitoring systems.
* Escalate incidents to senior support team members or external suppliers when required.
* Create and update Knowledge Base Articles to share knowledge within the team and wider organisation.
* Contribute to departmental improvement by suggesting procedures in line with ISO accreditations.
Key Skills
* Proven experience in a customer‑service based role.
* Excellent verbal communication skills with both technical and non‑technical customers.
* Strong organisation and time‑management skills.
* Problem‑solving ability with a logical approach to identifying improvements.
* High motivation, self‑management of workload, and capacity to meet deadlines in a fast‑paced environment.
Interview Process
* Screening call with recruitment team.
* First interview: video call over MS Teams with the hiring manager and a team member.
* Second interview: face‑to‑face on‑site (may include a task or presentation).
Equal Opportunities
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.
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