Desktop Support Analyst

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

Job Title: Deskside Support Analyst

Engagement: Full Time, Permanent

Location: Belfast

Working hours: Shift pattern between (Apply online only) and (Apply online only)

Salary: Up to £36,000

About the role

As Deskside Support Analyst you will be part of the Service Operations team and be the first point of contact for clients, providing technical support and ensuring efficient resolution of incidents and service requests.

You will work within a fast-paced, security-conscious environment, supporting a wide range of technologies and adhering to ITIL best practices. This role requires strong technical expertise, excellent communication skills, and a proactive approach to problem-solving.

What you'll do

• Act as the first line of technical support, handling incidents, requests, and alerts raised through ServiceNow or other communication channels.
• Provide first-level diagnosis and resolution for issues related to Microsoft operating systems, Active Directory / Entra ID, Microsoft 365, and Microsoft Cloud services (including Azure).
• Escalate complex issues to second- or third-line teams while maintaining ownership and ensuring timely updates to the customer.
• Monitor and maintain system performance alerts and security-related events in line with MSP operational procedures.
• Adherence to documented processes and procedures, including technical procedures and knowledge base articles.
• Support user account management, password resets, and access provisioning through Active Directory / Entra ID.
• Ensure incidents and requests are logged, prioritised, and resolved within agreed service levels (SLAs).
• Collaborate with other internal teams to support continuous service improvement and maintain high standards of security and compliance.
• Participate in shift-based or on-call rotations where required to provide 24/7 operational coverage.

What you'll bring

• Strong working knowledge of the latest (and minus one) Microsoft operating systems (Windows / Windows Server).
• Experience using ServiceNow or similar IT service management tools.
• Proficiency with Microsoft Cloud technologies, including Azure and related services.
• Hands-on experience with Active Directory / Entra ID administration and troubleshooting.
• Good understanding of Microsoft 365 applications and user support.
• Knowledge of ITIL service management principles and best practices.
• Excellent communication and customer service skills, with the ability to explain technical issues in simple terms.
• Strong analytical and problem-solving abilities with a proactive, solution-oriented mindset.
• Experience working in an MSSP or security-focused environment is desirable but not essential.

What we offer

• 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

Who are we

Acora One is a trusted UK technology partner dedicated to helping small and medium-sized businesses thrive through reliable, secure, and scalable IT solutions. Backed by the expertise and resources of Acora Group, Acora One delivers comprehensive managed IT services, cybersecurity, cloud solutions, connectivity, telephony, and business continuity support tailored to the needs of growing organisations.

Our values

• #1 Be the best you can be
• #2 We do what we say
• #3 Together we win

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