Job Description
Service Desk Analyst
Role Purpose
We are looking for a Service Desk Analyst to join Acora. We are seeking ambitious hard-working team players to join our service operations team and build their careers with the business. The Service Desk Analyst will work within our Service Desk Team providing 1st line software, hardware and network support to our customers. You will support multiple clients responding to requests and solving problems impacting delivery of BAU IT services. You will also identify and suggest improvements to processes and procedures used by the Service Desk to keep our Internal customers happy.
Key Responsibilities :
Providing top-quality 1st line support
Taking ownership of incidents, requests and problems
Ensure all modes of customer contact are responded to Telephone calls and Emails, Self-Log
Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction
Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
Recording and maintaining the knowledge and known error database Managing incidents, requests and problems.
Key Skills:
A passion for technology and a desire to build a career in IT managed services.
Previous experience within a Service Desk environment delivering remote support is an advantage.
Demonstrable understanding of the core technologies and applications used in the corporate world, including Windows OS, Microsoft Suite, MacOS amongst others.
Understanding of ITIL is essential
Demonstrable customer services skills, communication and rapport building skills.
Why Acora?
We offer competitive salaries
A friendly and inclusive environment
Enhanced Maternity Pay
Great opportunities for career advancement, training and development via our Acora Career Framework including LinkedIn Learning for all our employees
23 days annual leave, Private Medical Individual cover; an established pension plan; free eye tests, buy and sell holiday, birthday leave and much more!
Recently awarded One to Watch accreditation by Sunday Times Best Companies to Work For
About Us:
Acora has 25 years experience of delivering a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy.
Acora is the UKs number-one managed service provider also ranked in the top five globally, it serves mid-market customers (500-5,000 users) across the world in a wide range of industries and sectors with over 300 clients by our side and as champions of premium experience-ledIT Services, we stand ready to challenge our industry and the statusquo.
Acora has its Head Office in Burgess Hill, West Sussex as well as other locations in the UK and globally including Bletchley, London, Solihull, Bath, Cape Town and Kuala Lumpur. We have recently joined forces with Secrutiny and Computer Service Centre taking our total group staff numbers to over 500 and adding Bournemouth, Newbury and Norwich to our office locations.
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