Deskside Support Analyst

Benefits:

Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme

Smart casual

As a Deskside Support Analyst, you will be part of the Service Operations team, providing face‑to‑face and on‑site technical support to end users. You will act as a key point of contact for resolving hardware, software, and access‑related issues, ensuring a high‑quality user experience in a fast‑paced, security‑conscious environment. This role requires strong technical capability, excellent interpersonal skills, and a proactive, customer‑focused approach to problem resolution, operating in line with ITIL best practices.

• Provide deskside and on‑site technical support to users, resolving incidents and service requests logged via Service Now or other approved channels
• Perform hands‑on diagnosis, troubleshooting, and resolution of issues related to desktops, laptops, peripherals, mobile devices, and meeting room technology
• Support Microsoft operating systems, Active Directory / Entra , Microsoft 365, and Microsoft Cloud services (including Azure)
• Manage user account administration, including account creation, access provisioning, group membership, and password resets using Active Directory / Entra 
• Install, configure, upgrade, and replace end‑user hardware and software in accordance with standard operating procedures
• Escalate complex or unresolved issues to second‑ or third‑line support teams while maintaining ownership and clear communication with the user
• Ensure all incidents and service requests are accurately logged, prioritised, and resolved within agreed service level agreements (SLAs)
• Follow documented technical procedures, security standards, and knowledge base articles to ensure consistent service delivery
• Support security and compliance requirements, including endpoint protection, patching, and secure device handling
• Collaborate with service desk, infrastructure, and security teams to support continuous service improvement
• Participate in shift‑based or on‑call rotations where required to support business operational needs

• Strong working knowledge of current and previous versions of Microsoft Windows and Windows Server
• Hands‑on experience providing deskside or on‑site end‑user support in a corporate or enterprise environment
• Experience using Service Now or similar IT Service Management (ITSM) tools
• Solid understanding of Active Directory / Entra  and troubleshooting
• Good working knowledge of Microsoft 365 applications and end‑user support
• Familiarity with Microsoft Cloud technologies, including Azure, is desirable
• Understanding of ITIL service management principles and best practices
• Excellent communication and customer service skills, with the ability to engage confidently with users at all levels
• Strong analytical and problem‑solving skills with a proactive, solution‑driven mindset
• Experience working in a managed service provider (MSP), MSSP, or security‑focused environment is advantageous but not essential

☎️
Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you🚀

First interview: Video call over MS Teams with Hiring Manager & Team Leader

Second interview: Site based with the Hiring Manager

Acora are a progressive full‑stack full‑service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible.

We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact.

#1 BE THE BEST YOU CAN BE

We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.

#2 WE DO WHAT WE SAY

When we make a promise, we follow‑through -…