Service Desk Analyst 24/7

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Job description

Service Desk 24/7

To work alongside and assist the Acora 24/7 Team providing remote software, hardware and network problem resolutions to our clients.

You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients - supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.

Shift Pattern:
24/7 Team works on 4on4off pattern. This will comprise of 2 Day shifts followed by 2 night shifts and then 4 days off.
There will be opportunities to work overtime when on standby.

Responsibilities

• Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of troubleshooting is applied to every customer contact made through the use of agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database

Essential Skills:

• At least 1.5 years of experience within Service Desk remote support of corporate clients is essential
• Technical knowledge of and previous experience of supporting:
• Windows Operating Systems
• Office 365/Office Applications
• Microsoft Exchange
• Mobile Device Management
• Knowledge of remote working solutions (VPNs, Citrix and Amazon Workspaces)

WHY ACORA?

• We offer competitive salaries
• A friendly and inclusive environment
• Great opportunities for career advancement, training and development via our Acora Career Framework including LinkedIn Learning for all our employees
• 23 days annual leave, Private Medical Individual cover; an established pension plan; free eye tests, buy and sell holiday, birthday leave and much more!
• Recently awarded One to Watch' accreditation by Sunday Times Best Companies to Work For

Acora Overview

We 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 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 Vision

To 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.

Privacy Policy

In general, you can visit 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.

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