Deskside Support Analyst

# Applicant Portal:## Job Details:
Deskside Support Analyst|  | Deskside Support Analyst ||  |  || We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.
Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities.
Our mission is to unleash the potential of people through amazing IT experiences.
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 as a team, to be Game-Changers.

• Be the best you can be    
• We do what we say    
• Together we win ||  | You will provide support to our London client, working across an array of different technologies and setups. Whether it’s over the phone, through remote assistance, and on-site at the customer offices, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills    Within the business, you will play an instrumental part in providing IT support to over 5,000 end users.

Our team operates within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements.
As part of the role, there will be a requirement to work shifts on site at the clients London office between 07:00 and 19:00 hours Monday to Friday. ||  |
• Provide onsite resources (as defined within the Resource Operating Model Matrix section of this document).

• Manage Incidents and Requests which have been assigned to the Deskside Queue. Supporting both the Service Desk and Infrastructure team in the resolution of non-standard end user impacting Incidents.

• Ensure ALL Incidents or Requests worked by the Deskside Support team has been logged by the Ark user through one of the correct channels into the Service Now platform.

• Ensure Incidents and Requests assigned to the deskside team are resolved within the appropriate Service Level.

• Ensure all tickets owned by the Deskside team are effectively managed including regular updates, escalating tickets to the Acora Service Delivery Manager / Technical Lead where additional technical support is required. Or escalating tickets to the Ark Customer Service Manager whereby End Users are not responding to requests for additional information / interaction.

• Help to identify Problems as a result of repeat Incidents and inform the Acora Service Delivery Manager.

• Major Incident Management ||  |
• Proven experience working within a customer service based role.

• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers    
• Organisation and time management skills    
• To be a problem solver and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner    
• Be highly motivated, manage your own workload and meet deadlines while working under pressure in a fast-paced, dynamic environment    
• Technical experience within technologies such as;
Active Directory, M365 – licensing admin, Windows 11 O/S, Intune ||  |
• 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. |
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