Deskside Support Analyst

Acora - IT, Cyber & AI; Ellesmere Port; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days leave + bank holidays

Your 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 its Service Operations team in the UK. You will provide face-to-face and on-site technical support for end users, resolving hardware, software and access issues while adhering to ITIL standards.

You will interact with service desk, infrastructure, and security teams to maintain high service levels. You will work with Windows OS/Server, AD/Entra ID, Microsoft 365 and Azure, with on-call rotations as required.

Qualifications

• Experience providing deskside/on-site support in a corporate environment.
• Strong working knowledge of Windows OS and Active Directory administration.
• Familiarity with ServiceNow ITSM tooling.
• Experience with Microsoft 365 and Azure.
• Understanding of ITIL service management principles and practices.

Responsibilities

• Provide deskside and on-site support to users via ServiceNow or other channels.
• Diagnose, troubleshoot and resolve issues related to desktops, laptops, peripherals, and meeting room tech.
• Support Windows OS, Active Directory/Entra ID, Microsoft 365, and Azure services.
• Manage user accounts, access provisioning, group membership, and password resets.
• Escalate complex issues to higher support tiers while communicating clearly with users.
• Log, prioritise and resolve incidents within agreed SLAs.
• Follow security standards and documented procedures to ensure consistent service delivery.
• Collaborate with service desk, infrastructure and security teams for improvements.

Skills

Windows OS

Windows Server

Deskside support

ServiceNow

Active Directory

Entra ID

Microsoft 365

Azure

ITIL

Communication

Problem solving

MSP experience

Job description

Working hours: Shift based between 0800 - 1800

About the role

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.

What you'll do

• Provide deskside and on-site technical support to users, resolving incidents and service requests logged via ServiceNow 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 ID, 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 ID
• 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

What you'll bring

• 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 ServiceNow or similar IT Service Management (ITSM) tools
• Solid understanding of Active Directory / Entra ID administration 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

What we offer

• 25 days leave + bank holidays
• Your birthday off
• Enhanced parental leave
• Company Pension
• Private medical
• 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

Interested in becoming an Acoran? Check out the link to our website to read more about us - Acora.com

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!