Desktop Support Analyst

Acora Limited; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services company based in the UK is seeking a Service Desk Response Team member to deliver exceptional customer service and technical support. You will assist customers with Microsoft applications, troubleshoot issues, and provide support for Mac devices. This role requires excellent communication skills and the ability to work under pressure in a team environment.

Qualifications

• Strong interpersonal skills.
• Ability to manage each customer as an individual.
• Demonstrative ‘can do’ attitude at all times.

Responsibilities

• Receive and respond to incoming tickets from remote IT teams.
• Provide expert support for Microsoft Office Suite and other Microsoft applications.
• Troubleshoot and resolve software-related issues promptly.
• Collaborate with infrastructure and network teams for hardware installations.

Skills

Microsoft Windows Operating Systems

Microsoft Office, 365 and other associated applications

Building of hardware

Networking skills

Excellent communication and customer service skills

Job description

Overview

About Us 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. 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 a team, to be Game-Changers. Be the best you can be. We do what we say. Together we win.

Description

Description As a member of the Response Team on the Service Desk, you will play a key role in the delivery of exceptional customer service to the business and the customer. As a member of the onsite support team, 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.

Responsibilities

• Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible.
• Provide expert support for Microsoft Office Suite and other Microsoft applications.
• Provide support for Mac devices, including MacBooks and iPads. Assist users with Mac-related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure.
• Troubleshoot and resolve software-related issues promptly and efficiently. Assist end-users with software installations and updates.
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio-video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences.
• Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure-related issues.
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured.
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio-video equipment during customer-facing events. Offer technical assistance to event participants as needed.
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution.
• Assist with the on-boarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles.
• Provide VIP support where required to senior members of the organization.

Key Skills

• Microsoft Windows Operating Systems.
• Microsoft Office, 365 and other associated applications.
• Building of hardware.
• Networking skills.
• Excellent communication and customer service skills at all hierarchical levels.

Personal Specification

• Excellent Customer Service skills.
• Strong interpersonal skills.
• Ability to manage each Customer as an individual.
• 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.