Deskside Support Analyst

About Us

We've been on a mission to improve end user satisfaction since our founding over 25 years ago. As champions of premium experience-led IT services, we challenge old assumptions and demonstrate better ways to do things.

Based in the UK, with offices globally in the USA, South Africa, Sri Lanka, Kuala Lumpur, and Macedonia, we provide a wide range of market-leading managed services, Microsoft-centric business software, and cloud solutions to over 300 mid-market organizations. In response to our customers' evolving needs and growing threats, we have strengthened our cybersecurity capabilities.

Our mission is to unleash the potential of people through amazing IT experiences.

Our Values

At Acora, our values define our culture and serve as a promise to our customers and a challenge to ourselves: to be Game-Changers.

• Be the best you can be
• We do what we say
• Together we win

Description

As a member of the onsite support team, you will play a key role in delivering high-quality technical support for the business and customers, ensuring exceptional customer satisfaction and personalized service.

Key Responsibilities

• Respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible.
• Provide expert support for Microsoft Office Suite and other Microsoft applications.
• Support Mac devices, including MacBooks and iPads. Assist users with Mac-related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure.
• Troubleshoot and resolve software-related issues promptly. Assist end-users with software installations and updates.
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation during meetings and events. Assist users with setup and use of AV equipment.
• Collaborate with infrastructure and network teams for hardware installations, upgrades, and maintenance. Support troubleshooting of network and infrastructure issues.
• Maintain an accurate inventory of IT equipment, track asset allocation, perform audits, and ensure proper configuration.
• Support IT needs for conferences and events, including setup and operation of AV equipment. Provide technical assistance as needed.
• Serve as an escalation point for complex issues, collaborating with remote IT teams for resolution.
• Assist with onboarding new employees, providing necessary IT equipment, access, training, and support.
• Provide VIP support to senior members when required.

Key Skills

• Microsoft Windows Operating Systems
• Microsoft Office, 365, and related applications
• Hardware building and troubleshooting
• Networking skills
• Excellent communication and customer service skills at all levels

Personal Specification

• Excellent customer service skills
• Strong interpersonal skills
• Ability to treat each customer individually
• Positive 'Can do' attitude
• Flexibility and punctuality
• Team player
• Excellent communication skills
• Ability to work under pressure, use initiative, and meet deadlines in a target-driven environment
• Strong multi-tasking skills