Deskside Support Analyst: Windows, AD & Cloud Expert

Acora - IT, Cyber & AI; Exeter; On-site; GBP 25,000 - 34,000; 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 the Service Operations team in the UK. You will provide face-to-face on-site support, handling hardware, software, and access issues while adhering to ITIL practices.

You will diagnose and resolve incidents via ServiceNow, manage AD/Entra ID accounts, and support Microsoft 365 and Azure services. Strong communication and customer service skills are essential.

Qualifications

• Strong knowledge of Microsoft Windows OS and Windows Server.
• Hands-on deskside or on-site end-user support experience in a corporate environment.
• Experience using ServiceNow or similar ITSM tools.
• Solid understanding of Active Directory / Entra ID administration and troubleshooting.
• Good knowledge of Microsoft 365 and Azure services.
• Understanding of ITIL principles and best practices.
• Excellent communication and customer service skills.

Responsibilities

• Provide deskside and on-site technical support to users, resolving incidents and service requests.
• Perform hands-on diagnosis and resolution of issues related to desktops, laptops, peripherals, and meeting room tech.
• Support Microsoft OS, AD/Entra ID, M365, and Azure cloud services.
• Manage user accounts, access provisioning, and password resets via AD/Entra ID.
• Install, configure, and replace end-user hardware and software per SOPs.
• Escalate complex issues to higher-tier teams while maintaining ownership.
• Log and prioritise incidents and requests within SLAs.
• Follow security standards and KB articles to ensure consistent delivery.
• Collaborate with service desk, infrastructure, and security teams for improvements.
• Participate in shift or on-call rotations as required.

Skills

Windows OS

Windows Server

End-user support

ITIL

ServiceNow

Active Directory / Entra ID

Microsoft 365

Azure

Security awareness

Communication skills

Problem solving

Tools

ServiceNow

Job description

Acora is seeking a Deskside Support Analyst to join the Service Operations team in the UK. You will provide face-to-face on-site support, handling hardware, software, and access issues while adhering to ITIL practices.

You will diagnose and resolve incidents via ServiceNow, manage AD/Entra ID accounts, and support Microsoft 365 and Azure services. Strong communication and customer service skills are essential.