Desktop Support Analyst

Acora - IT, Cyber & AI; Belfast City District; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days leave + bank holidays

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 a fast-paced, security-conscious environment. You will be the first point of contact for clients, providing technical support and ensuring incidents and service requests are resolved promptly.

The role requires strong technical knowledge of Windows OS, AD/Entra ID, Microsoft 365 and Azure, plus excellent communication and a proactive problem-solving approach.

Qualifications

• Proficient with Windows operating systems and Windows Server administration.
• Experience with Active Directory/Entra ID and user provisioning.
• Strong knowledge of Microsoft 365 applications and cloud services.
• Familiarity with ITIL service management principles and best practices.
• Excellent communication and customer service skills with ability to simplify technical issues.
• Analytical and proactive problem-solving mindset.
• Experience in MSSP or security-focused environments is desirable.

Responsibilities

• First line of technical support for incidents, requests, and alerts via ServiceNow or other channels.
• Provide initial diagnosis and resolution for issues related to Windows OS, AD/Entra ID, Microsoft 365 and Azure.
• Escalate complex issues to higher-level teams while keeping ownership and timely customer updates.
• Monitor system performance and security events per MSP procedures.
• Follow documented processes and maintain knowledge base articles.
• Assist with user account management, password resets, and access provisioning via AD/Entra ID.
• Ensure incidents and requests are logged, prioritized and resolved within SLAs.
• Collaborate with internal teams for continuous service improvement and security compliance.
• Participate in shift-based or on-call rotations for 24/7 coverage.

Skills

Windows OS

Windows Server

Active Directory

Entra ID

Microsoft 365

ITIL

Customer service

Communication

Problem-solving

Analytical thinking

Tools

ServiceNow

Azure

Job description

Working hours: Shift pattern between 0800 - 1645 and 0900 - 1745

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
• Cycle to work scheme
• Employee assistance programme
• Endless learning opportunities

Who are we

Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible.

We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact.

Our values

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

Interested in becoming an Acoran? Check out the link to our website to read more about us - Acora.com

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!