Deskside Support Analyst: Windows, AD & Azure Expert

Acora; Belfast City District; On-site; GBP 22,000 - 36,000; Full time

Benefits offered by this job

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

Job summary

Acora is seeking a Deskside Support Analyst in Belfast to be the first point of contact for clients, delivering technical support and ensuring incident resolution. The role sits in the Service Operations team and requires shift-based coverage and strong ITIL-aligned processes.

You'll handle Microsoft OS, AD/Entra ID, M365 and cloud services, escalating when needed while maintaining clear customer communication and adherence to SLAs. UK right-to-work is required.

Qualifications

• Experience with Windows operating systems and Windows Server.
• Experience with ServiceNow or similar ITSM tools.
• Proficiency with Azure and Microsoft Cloud technologies.
• Hands-on AD/Entra ID administration and troubleshooting.
• Solid knowledge of Microsoft 365 and user support.
• Understanding of ITIL service management principles.
• Excellent communication and customer service skills.
• Strong analytical and proactive problem-solving abilities.
• Experience in MSSP or security-focused environments is desirable.

Responsibilities

• Act as the first line of technical support for incidents, requests, and alerts via ServiceNow or other channels.
• Provide first-level diagnosis and resolution for Microsoft OS, AD/Entra ID, M365, and cloud services.
• Escalate complex issues to higher lines while maintaining ownership and timely customer updates.
• Monitor system performance alerts and security events per MSP procedures.
• Follow documented processes and update knowledge base articles as needed.
• Support user account management, password resets, and access provisioning.
• Ensure incidents are logged and resolved within SLAs.
• Collaborate with internal teams to drive continuous service improvement and security.
• Participate in shift-based or on-call rotations for 24/7 coverage.

Skills

Windows operating systems

Active Directory / Entra ID

Microsoft 365

ServiceNow

Azure / Microsoft Cloud

ITIL principles

Excellent communication

Problem solving

Customer service mindset

Security-focused environment

Job description

Acora is seeking a Deskside Support Analyst in Belfast to be the first point of contact for clients, delivering technical support and ensuring incident resolution. The role sits in the Service Operations team and requires shift-based coverage and strong ITIL-aligned processes.

You'll handle Microsoft OS, AD/Entra ID, M365 and cloud services, escalating when needed while maintaining clear customer communication and adherence to SLAs. UK right-to-work is required.