Deskside IT Support Analyst – Azure, AD & 365 Expert

Acora - IT, Cyber & AI; Belfast City District; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days leave + bank holidays

Birthday off

Enhanced parental leave

Company Pension

Private medical

Cycle to work scheme

Employee assistance programme

Endless learning opportunities

Job summary

Acora is seeking a Deskside Support Analyst to join the Service Operations team in a fast-paced, security-conscious environment. You will be the first point of contact for clients, providing technical support and ensuring incidents and service requests are resolved promptly.

The role requires strong technical knowledge of Windows OS, AD/Entra ID, Microsoft 365 and Azure, plus excellent communication and a proactive problem-solving approach.

Qualifications

• Proficient with Windows operating systems and Windows Server administration.
• Experience with Active Directory/Entra ID and user provisioning.
• Strong knowledge of Microsoft 365 applications and cloud services.
• Familiarity with ITIL service management principles and best practices.
• Excellent communication and customer service skills with ability to simplify technical issues.
• Analytical and proactive problem-solving mindset.
• Experience in MSSP or security-focused environments is desirable.

Responsibilities

• First line of technical support for incidents, requests, and alerts via ServiceNow or other channels.
• Provide initial diagnosis and resolution for issues related to Windows OS, AD/Entra ID, Microsoft 365 and Azure.
• Escalate complex issues to higher-level teams while keeping ownership and timely customer updates.
• Monitor system performance and security events per MSP procedures.
• Follow documented processes and maintain knowledge base articles.
• Assist with user account management, password resets, and access provisioning via AD/Entra ID.
• Ensure incidents and requests are logged, prioritized and resolved within SLAs.
• Collaborate with internal teams for continuous service improvement and security compliance.
• Participate in shift-based or on-call rotations for 24/7 coverage.

Skills

Windows OS

Windows Server

Active Directory

Entra ID

Microsoft 365

ITIL

Customer service

Communication

Problem-solving

Analytical thinking

Tools

ServiceNow

Azure

Job description

Acora is seeking a Deskside Support Analyst to join the Service Operations team in a fast-paced, security-conscious environment. You will be the first point of contact for clients, providing technical support and ensuring incidents and service requests are resolved promptly.

The role requires strong technical knowledge of Windows OS, AD/Entra ID, Microsoft 365 and Azure, plus excellent communication and a proactive problem-solving approach.