Service Desk Analyst

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Full time
Location: London
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Job offered by: Acora - IT, Cyber & AI
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Category: IT & Technology
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 (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 organisations. 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.

Be the best you can be We do what we say Together we win Description You will provide support to one of our clients in the City of London working on a rota basis between 07:00 and 19:00 Monday to Friday, across an array of different technologies and setups. Whether it’s over the phone, users walking up to you, or through remote assistance, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills.

Our client and Acora operate within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements. Key Responsibilities

Provide first-line support for all IT-related issues with a primary focus on Windows operating systems and Microsoft technology. Triage issues to the first point of contact and escalate to relevant IT teams. Respond to service desk tickets, emails, and phone calls, ensuring a high level of customer satisfaction. Possess in-depth knowledge and hands-on experience with various versions of Windows OS (Windows 10, 11) and server editions. Troubleshoot and resolve issues related to Windows OS, including system performance and security. Expertise in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and troubleshooting issues related to these applications. Experience with Microsoft Exchange for email administration and support. Knowledge of Active Directory, Group Policy, and other Microsoft server technologies. Develop and maintain user guides, FAQs, and documentation for common technical issues. Collaborate with other IT teams to escalate and resolve complex technical issues. Communicate effectively with end-users, keeping them informed about the status of their support requests. Key Skills

Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimizing both environments. Active Directory skills, covering both on-premises and cloud configurations. Knowledge of Azure and Office 365, with some experience in supporting cloud-based solutions. Skilled in building and imaging Windows machines, ensuring standardized and optimized deployments. Implementation and maintenance of security measures within Windows and Mac environments. Providing responsive and effective end-user support with a focus on issue resolution. Developing clear documentation for configurations, troubleshooting, and user guides. Effective collaboration with cross-functional teams, along with clear communication of technical information to non-technical users. Commitment to staying current with the latest technology developments through ongoing training and certifications. Personal Specification

Excellent Customer Service skills. Strong interpersonal skills. Demonstrative ‘Can do’ attitude at all times. Flexible. Punctual 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 skills.

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