Service Desk Analyst

Job Description

Service Desk AnalystBased in Solihull£18,000 - £24,000 per annum About AcoraWe 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. Our Vision is to provide the mid-market with an outstanding customer experience through innovation and great people, becoming the leading provider of IT services within 4 years.Acora has its Head Office in Burgess Hill, West Sussex as well as locations in London, Bletchley and Solihull. We are operating as normal 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 expectationRole Purpose The primary responsibility of the role is to be the first point of contact for our customer’s end users, providing support through multiple channels including Telephone, Self Service and Email, and delivering high levels of resolution and Customer Satisfaction at this initial contact point.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 high levels of customer satisfaction.Key responsibilities of our Service Desk Analyst: - Receiving, logging, taking ownership, resolving and monitoring faults / requests throughout their lifecycle, applying First Time Fixes to minimise User downtime- Ensuring the highest levels of troubleshooting is applied to every customer contact made through the use of agreed processes- Fully understanding and complying with client contractual SLAs, providing the highest level of service by meeting or exceeding those SLAs / KPIs and by proactively identifying process improvement opportunities within the department- Ensuring all telephone calls and tickets are handled in accordance with quality standards set out- Ensuring strict adherence to security procedures at all times- Working unsupervised to maintain the on-going demands of the service- Collaborating with your peers and Team Leader to deliver service quality- Assist Problem Management by using all the information to hand to identify, prevent or resolve ongoing or potential issues.- Creating and maintaining knowledgebase, guides and documentationExperience required by our Service Desk Analyst:- A minimum of 1 years’ experience working within a Professional Service Desk supporting a minimum number of 200 Users- Advanced Knowledge of the use of and support of MS Office suites, specifically O365- Advanced Knowledge of the use and support of Windows operating systems, specifically Win 10- Working knowledge and experience supporting Citrix and Home working solutions (VPN/Network connect/Direct Access)- Experience of supporting and managing mobile devices- Knowledge of PC/Laptop builds and software installations- Previous use of a Ticket Management system- Good understanding of Incident/Request management and ticket handling- Experience of working with ACD Software and working to SLA’s / KPI measures- Knowledge of Legal Applications – Document Management, Digital Dictation would be an advantageCompetencies for this Service Desk Analyst role:- Excellent Customer Service skills- Strong interpersonal skills- Ability to manage each customer as an individual- Demonstrative ‘Can do’ attitude at all times- Team Player- Excellent communication skills- Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment- Excellent multi-tasking 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 Service Desk Analyst!Acora is fully compliant with the General Data Protection Regulation 2016.For more information about working at Acora, visit our website.