Desktop Support Analyst

📌 Job Title: Service Desk Analyst

📝 Contract Type: Permanent Full-Time

🏢 Office Location/Working Policy: Onsite

🕔 Working Hours: Shift Pattern between 0700 - 1900

🕵🏻 What to wear: Smart casual

Role Overview

As a member of the onsite support team, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

Role Responsibilities

• Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible
• Provide expert support for Microsoft Office Suite and other Microsoft applications
• Provide support for Mac devices, including MacBooks and iPads. Assist users with Mac-related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure
• Troubleshoot and resolve software-related issues promptly and efficiently. Assist end-users with software installations and updates
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio-video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences
• Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure-related issues
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio-video equipment during customer-facing events. Offer technical assistance to event participants as needed
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution
• Assist with the onboarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles
• Provide VIP support where required to senior members of the organization

Key Skills, Knowledge & Experience

• Microsoft Windows Operating Systems
• Microsoft Office, 365 and other associated applications
• Building of hardware
• Networking skills
• Excellent communication and customer service skills at all hierarchical levels

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

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.

At Acora, we live by three key and simple values that drive everything we do guiding our actions, shaping our culture, and ensuring we deliver excellence every step of the way.

#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 USA.

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!