Desktop Support Analyst

📌 Job Title: Desktop Support 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 Deskside Support 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.

Role Responsibilities

• Act as the first line of technical support, handling incidents, requests, and alerts raised through ServiceNow or other communication channels.
• Provide first-level diagnosis and resolution for issues related to Microsoft operating systems, Active Directory / Entra ID, Microsoft 365, and Microsoft Cloud services (including Azure).
• Escalate complex issues to second- or third-line teams while maintaining ownership and ensuring timely updates to the customer.
• Monitor and maintain system performance alerts and security-related events in line with MSP operational procedures.
• Adherence to documented processes and procedures, including technical procedures and knowledge base articles.
• Support user account management, password resets, and access provisioning through Active Directory / Entra ID.
• Ensure incidents and requests are logged, prioritised, and resolved within agreed service levels (SLAs).
• Collaborate with other internal teams to support continuous service improvement and maintain high standards of security and compliance.
• Participate in shift-based or on-call rotations where required to provide 24/7 operational coverage.

Key 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.

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!