Service Desk Analyst

1 day ago

Burgess Hill, United Kingdom Acora Full time

**Service Desk Analyst** **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 theycan compete and win in the digital economy.

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 and Values** 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.
- Be the best you can be
- We do what we say
- Together we win

**Purpose of Role**: We are seeking ambitious hard-working team players to join our service operations team and build their careers with the business. The Service Desk Analyst will work within the Service Desk Team providing 1st/2nd line software, hardware and network supportto our customers. You will support clients responding to requests and solving problems impacting delivery of BAU IT services.

**Key Responsibilities**:

- Providing top-quality 1st line support
- Taking ownership of incidents, requests and problems
- Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction
- Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
- Recording and maintaining the knowledge and known error database Managing incidents, requests and problems

**Key Skills**:

- Office 365, Windows 10 and Active Directory - Azure/Exchange
- Troubleshooting skills - Hardware, Software and Networking
- Experience using a ticketing system
- Remote support experience
- A passion for technology and a desire to build a career in IT
- Previous experience within a Service Desk environment delivering remote support to corporate clients
- Understanding of Incident/Request management and ticket handling
- Experience of working to SLA’s and KPI measures
- Experience of using/contributing to a Knowledge base
- Understanding of ITIL is beneficial

**Why Acora**:

- Great opportunities for career advancement, training and development via our Acora Career Framework - LinkedIn Learning, etc.
- 23 days annual leave - including birthday leave
- Flexible Benefits: Private Medical Cover (BUPA), Established pension plan, Free eye tests, buy/sell holidays and much more
- Recently awarded ‘One to Watch’ accreditation by Sunday Times - Best Companies to Work For

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