Desktop Support Analyst

Job Description

Desktop Support Analyst Acora OverviewWe are a UK based, award winning, IT services and technology company with over 25 years’ experience. We provide 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. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support.Acora has its Head Office in Burgess Hill, West Sussex as well as locations in London, Bletchley and Solihull. We are operating as normal, although remotely currently and offer flexibility in our approach. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus.Our ValuesAt Acora, we are proud to share the values we live by. They’re not abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves;- Be the best you can be- We do what we say- Together we win- Defying expectationAbout the Desktop Support Analyst roleAs a member of Service Operations, 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.This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the customer satisfaction. This may often be under challenging conditions.Key responsibilities of our Desktop Support Analyst: - Receive and respond to incoming customer calls, applying First Time Fixes wherever possible.- Monitor and progress incoming emails and progress to the relevant Service Area- Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies- Resolve Standard Service Requests related to End User Computing- Adhere to a strict ITIL environment ensuring that all ITIL and ISO processes are followed.- Work with your colleagues to answer incoming calls, raise relevant cases and act as an overall first point of contact to end users.- Communicate fully and effectively with customers throughout the case lifecycle, ensuring that, at all times the customer is fully aware of the status of their case.- Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.- Work from or travel to customer sites to provide extended End User Computing services to the customer beyond that provided from our offices as required.- Assist Problem Management by using all the information to hand to identify, prevent or resolve ongoing or potential issues.- Ensure that all work carried out for customers is recorded in the in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract/contract line.- Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate- Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.- Develop strong knowledge of our customers’ businesses and organisation, including key users of technology and their needs.Experience required by our Desktop Support Analyst:- Microsoft Windows Operating Systems.- Microsoft Office, 365 and other associated applications- Building of hardware- Networking skills- Eligibility to live and work in the UK- A full UK/EU driving licenceKey competencies for this Desktop Support Analyst role:- Energy, Drive & Initiative- Communication Skills- Customer Service skills- Commitment Skills- Technical skills- Decision-making skillsPrivacy PolicyIn general, you can visit Acora online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request.If you’re looking for an exciting new opportunity click ‘apply’ to join us as our Desktop Support Analyst!