Desktop Support Analyst

Acora; England; On-site; GBP 29,000 - 35,000; Full time

Job summary

A leading IT services company in England is seeking a Desktop Support Analyst to provide high-quality technical support to enhance customer satisfaction. Responsibilities include troubleshooting software issues and supporting both Windows and Mac devices. Ideal candidates will demonstrate strong communication skills and be able to assist users effectively in an onsite environment. This is a full-time permanent role with benefits, including private medical and gym membership.

Benefits

Private Medical

Pension

25 days annual leave

Gym Membership

Cycle to Work Scheme

Employee Assistance Programme

Qualifications

• Must have experience with Microsoft applications and Mac devices.
• Strong customer service skills and ability to assist end users.
• Organizational skills to maintain IT equipment inventory.

Responsibilities

• Provide high-quality technical support and customer satisfaction.
• Respond to incoming tickets and collaborate with IT teams.
• Assist with on-boarding new employees and provide training.

Skills

Expert support for Microsoft Office Suite

Troubleshooting software-related issues

Support for Mac devices

Maintaining meeting room technology

Providing VIP support

Job description

Job Title: Desktop Support Analyst

📝 Contract Type: Permanent Full-Time

💰 Salary: Up to £35,000

🎁 Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme

🏢 Office Location / Working Policy: Onsite

🕔 Working Hours: Shift Pattern

🕵🏻 What to wear: Smart casual

The Role

As a member of the onsite support team, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

Role Responsibilities

• Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible.
• Provide expert support for Microsoft Office Suite and other Microsoft applications.
• Provide support for Mac devices, including MacBooks and iPads. Assist users with Mac-related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure.
• Troubleshoot and resolve software-related issues promptly and efficiently. Assist end-users with software installations and updates.
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio‑video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences.
• Collaborate with infrastructure and network teams to support on‑site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure‑related issues.
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured.
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio‑video equipment during customer‑facing events. Offer technical assistance to event participants as needed.
• Assist with the on‑boarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles.
• Provide VIP support where required to senior members of the organisation.

The Interview Process

☎️ Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you.

🚀 First interview: A video call over MS Teams with the Hiring Manager + Team Member.

🤝🏻 Second interview: Usually F2F interview onsite at one of our offices (this can sometimes involve a task or presentation).

About Acora

We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience‑led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Our mission is to unleash the potential of people through amazing IT experiences.

At Acora, we live by three key and simple values that drive everything we do guiding our actions, shaping our culture, and ensuring we deliver excellence every step of the way.

#1 BE THE BEST YOU CAN BE

We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.

#2 WE DO WHAT WE SAY

When we make a promise, we follow‑through – no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.

#3 TOGETHER WE WIN

Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team – for each other and for our customers.

To be considered for this position, you must have full rights to work in the UK.

Equal Opportunities at Acora

Acora is 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 on the basis of 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