Deskside Support Analyst

Acora Limited; Exeter; On-site; GBP 25,000 - 32,000; Full time

Job summary

Acora Limited in Exeter is seeking an onsite IT support specialist to deliver high-quality technical support and exceptional customer satisfaction. You will respond to tickets, install software, configure devices, and ensure seamless AV and meeting room tech during events.

The role involves collaboration with network teams, maintaining equipment inventories, and assisting new staff with IT access. A can-do attitude and strong communication are essential.

Qualifications

• Experience delivering onsite IT support to business users.
• Strong knowledge of Windows operating systems and Office 365.
• Experience setting up AV equipment and meeting room tech is a plus.

Responsibilities

• Respond to incoming tickets from remote IT teams and service desk.
• Provide expert support for Microsoft Office 365 and Windows.
• Support Mac devices and ensure compatibility with IT infrastructure.
• Troubleshoot software issues and assist with installations and upgrades.
• Maintain and troubleshoot meeting room AV equipment for events.
• Collaborate with infrastructure and network teams on on-site deployments.
• Maintain inventory of laptops, desktops, peripherals and mobile devices.
• Assist with onboarding new employees and setting up IT equipment.
• Provide VIP support to senior staff when required.

Skills

Microsoft Windows

Microsoft Office 365

Hardware assembly

Networking fundamentals

Customer service excellence

Job description

About Us

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

Description

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

Key Responsibilities

• Receive and 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.
• Provide support for 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 and efficiently. 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 of audio-video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences.
• Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure-related issues.
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured.
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio-video equipment during customer-facing events. Offer technical assistance to event participants as needed.
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution.
• Assist with the on-boarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles.
• Provide VIP support where required to senior members of the organisation.

Key Skills

• Microsoft Windows Operating Systems.
• Microsoft Office, 365 and other associated applications.
• Building of hardware.
• Networking skills.
• Excellent communication and customer service skills at all hierarchical levels.

Personal Specification

• 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.