Service Desk Analyst

Acora - IT, Cyber & AI; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 35,000

Job description

About Us
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.

Based in the UK, with offices globally in the USA, South Africa, Sri Lanka, Kuala Lumpur, and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software, and cloud solutions to over 300 ambitious mid-market organizations. In response to our customers’ changing needs and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities.

Our mission is to unleash the potential of people through amazing IT experiences.

Our Values
At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

1. Be the best you can be
2. We do what we say
3. Together we win

Description
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 from 6:00 AM to 11:00 PM, 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.

Key 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 11:00 PM, 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.

Key Skills

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.

Personal Specification

1. Excellent Customer Service skills.
2. Strong interpersonal skills.
3. Ability to manage each Customer as an individual.
4. Demonstrative ‘Can do’ attitude at all times.
5. Flexible.
6. Punctual at all times.
7. Team Player.
8. Excellent communication skills.
9. Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment.
10. Excellent multi-tasking skills.