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Service Desk Analyst

Acora Ltd
Job LocationSolihull
EducationNot Mentioned
Salary20,000 - 24,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

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 theycan 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 Bletchley and Solihull.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 VisionTo provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years.Our ValuesAt Acora, were proud to share the values we live by. Theyre 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. - Be the best you can be- We do what we say - Together we winRole 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
  • Incident/Request management and ticket handling
  • Support Main windows 10 and O365
Skills Required
  • A passion for technology and a desire to build a career in IT managed services.
  • Administration level experience in Office 365
  • Previous experience within a Service Desk environment delivering remote support to corporate clients
  • Understanding of Incident/Request management and ticket handling
  • Experience of working to SLAs and KPI measures
  • Understanding of ITIL is beneficial
  • Strong interpersonal and relationship building skills. The ability to communicate effectively verbally and in writing
  • Team Player, willing to help and support others
Privacy 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.Acora is fully compliant with the General Data Protection Regulation 2016.

Keyskills :
SDAIT Supportservice deskEUC Analyst

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