Service Desk Analyst

Job Title: Service Desk Analyst 📝 Engagement: Full Time, Permanent 🌏 Location: Remote ⌚ Working hours: Shift pattern, including nights 💰 Salary: Up to £25,000 plus £4,000 shift allowance About the role You will work different shifts, including nights across 24/7 to provide support to our customers, working across an array of different technologies and setups. Whether it’s over the phone, through remote assistance, or 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, we operate a shift schedule that provides flexibility and allows a balance of working in our office and working from the comfort of a remote location. What you'll do * To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements * To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy * Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs * Achieving individual KPIs and in turn contributing to the success of the department * Answering telephone calls from customers with technical problems and queries * Attending customer premises when required, this could include troubleshooting hardware problems in PCs or Laptops such as RAM, motherboards, or Hard Drive Failures * Creating, administrating, and disabling active directory objects * Administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes * Performing software updates and installations on end users' workstations and servers * Raising cases from emails received by the department and from the proactive monitoring system * Escalating incidents to senior support team members or external suppliers when required * Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation * Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations What you'll bring * 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 What we offer * 25 days leave + bank holidays * Your birthday off * Enhanced parental leave * Company Pension * Private medical * Gym membership * Cycle to work scheme * Employee assistance programme * Endless learning opportunities Who are we 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. Our values * #1 Be the best you can be * #2 We do what we say * #3 Together we win To be considered for this position, you must have full rights to work in the UK. Equal Opportunities at Acora Group Acora Group are an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people based on qualifications, merit, skills, and business need. We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments. Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team