Service Desk Analyst

TieTalent; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 35,000

Job description

Salary: Up to £ dependent on experience

Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme

What to wear: Smart casual

The Role:

As Service Desk Analyst you will be part of the Service Operations team, playing a key role in the delivery of high-quality technical support for the business and the customer. You will be responsible for providing technical assistance, troubleshooting, and support to end-users, with a specific emphasis on Windows OS and Microsoft applications.

This role involves providing extended hours of support, operating on a shift pattern between 6:00am to 11:00pm, Monday to Sunday, ensuring that our clients receive timely assistance whenever it’s needed. The flexibility to work across occasional weekends (e.g. 1 in 4) and some evenings is essential as we provide comprehensive IT support during extended hours.

Role Responsibilities:

1. Provide first-line support for all IT-related issues, focusing primarily on Windows operating systems and Microsoft technology, during our shifts that cover extended support hours (6:00 am to 11:00pm, Monday to Sunday).
2. Diagnose and resolve hardware, software, and network issues in a timely and efficient manner.
3. Respond to service desk tickets, emails, and phone calls, ensuring a high level of customer satisfaction.
4. Possess in-depth knowledge and hands-on experience with various versions of Windows OS (Windows 7, 8, 10) and server editions.
5. Perform system installations, configurations, and upgrades for Windows environments.
6. Troubleshoot and resolve issues related to Windows OS, including system performance and security.
7. Expertise in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and troubleshooting issues related to these applications.
8. Experience with Microsoft Exchange for email administration and support.
9. Knowledge of Active Directory, Group Policy, and other Microsoft server technologies.
10. Develop and maintain user guides, FAQs, and documentation for common technical issues.
11. Provide training sessions to end-users on Windows and Microsoft applications to enhance their proficiency.
12. Collaborate with other IT teams to escalate and resolve complex technical issues.
13. Communicate effectively with end-users, keeping them informed about the status of their support requests.

Skills, Knowledge & Experience

1. Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimising both environments.
2. Extensive experience supporting Microsoft Exchange for seamless email communication.
3. Strong Active Directory skills, covering both on-premises and cloud configurations.
4. In-depth knowledge of Azure and Office 365, with hands-on experience in implementing and supporting cloud-based solutions.
5. Skilled in building and imaging Windows machines, ensuring standardised and optimised deployments.
6. Proven ability to diagnose and resolve complex issues related to OS, applications, and hardware components.
7. Implementation and maintenance of security measures within Windows and Mac environments.
8. Providing responsive and effective end-user support with a focus on issue resolution.
9. Developing clear documentation for configurations, troubleshooting, and user guides.
10. Effective collaboration with cross-functional teams, along with clear communication of technical information to non-technical users.
11. Commitment to staying current with the latest technology developments through ongoing training and certifications.
12. Ability to work effectively in a dynamic, time-sensitive environment, including handling customer issues during evening and weekend shifts.
13. Willingness to work across a variety of shifts (including weekends and evenings), providing consistent support for customers outside standard business hours.
14. Previous experience in roles requiring shift-based or extended hour working, demonstrating a proactive approach and adaptability to changing demands.

The Interview Process

1. Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you.
2. First interview: A video call over MS Teams with the Hiring Manager + Team Member.
3. Second interview: Usually F2F interview onsite at one of our offices (this can sometimes involve a task or presentation).

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 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.