Service Desk Analyst

About Acora: Acora has 25 years' experience of delivering 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. Acora is the UK's number-one managed service provider also ranked in the top five globally, it serves mid-market customers globally within a wide range of industries and sectors with over 300 clients by our side and as champions of premium experience-led IT Services, we stand ready to challenge our industry and the status quo. Role Overview: As a member of Service Operations, 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. In addition, strong inter-personal skills are required to guide customers through situations, providing the customer satisfaction. Role Responsibilities: Provide technical and operational support to end users, including but not limited to troubleshooting, problem-solving, diagnosing, and resolving end-user issues escalated from 1st line support. Assemble and configure desktops, laptops, tablets, printers, mobile phones, access points, Switches, and Firewalls. Monitor system performance, ensure system health, and actively participate in resolving notable incidents. Assist in the setup and maintenance of access points, Switches, and Firewalls. Identify areas for improvement within the technical infrastructure and suggest appropriate enhancements. Collaborate closely with the broader 1st and 3rd line support teams. Skills, Knowledge & Experience: Technical knowledge of and previous experience of supporting; Windows/Mac Operating Systems Microsoft Exchange Active Directory experience (On Prem/Cloud) Azure/Office 365 knowledge Machine Building/Imaging Windows 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.