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IT Support Specialist

2 months ago

Sprowston, United Kingdom Acora Full time
About Acora

We're a company that's been dedicated to delivering exceptional IT experiences for over 25 years. Our mission is to empower individuals through innovative IT solutions.

Role Overview

You'll be working closely with our customers to provide top-notch support across a diverse range of technologies. Whether it's over the phone, through remote assistance, or on-site, you'll be the go-to expert for resolving technical issues.

Key Responsibilities
  • Diagnose and resolve complex IT problems within our service level agreements.
  • Manage case records with precision and accuracy using our IT Helpdesk system.
  • Proactively follow up on cases to ensure customer satisfaction meets our KPIs.
  • Meet individual KPIs and contribute to the team's success.
  • Provide exceptional customer service via phone calls and on-site visits.
  • Administer active directory objects, phone systems, and software updates.
  • Raise cases from emails and our proactive monitoring system.
  • Evaluate incidents and escalate when necessary.
  • Develop and share knowledge through Knowledge Base Articles.
  • Participate in departmental improvements aligned with our ISO accreditations.
Requirements
  • Proven experience in customer-facing roles.
  • Excellent verbal communication skills for technical and non-technical customers.
  • Strong organisational and time management skills.
  • Problem-solving abilities with logical thinking.
  • High motivation, self-management, and meeting deadlines in a fast-paced environment.