Deskside Support Specialist - Enterprise IT & Security

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

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.