Desktop Support Analyst

Acora; Exeter; On-site; GBP 26,000 - 35,000; Full time

Benefits offered by this job

25 days leave

Birthday off

Enhanced parental leave

Company Pension

Private medical

Gym membership

Cycle to work scheme

Employee assistance programme

Endless learning opportunities

Job summary

Acora in Exeter is seeking a Deskside Support Analyst to join our on-site IT team. This full-time, permanent role focuses on delivering high-quality technical assistance to colleagues and customers, ensuring a responsive and personalised service.

You will handle tickets, assist with Microsoft Office and macOS issues, manage AV equipment for meetings, coordinate with infrastructure teams, and support onboarding of new staff with the right IT equipment and access.

Qualifications

• Experience with Windows OS and Office 365 applications.
• Hardware build/assembly experience preferred.
• Strong networking knowledge and problem-solving skills.
• Excellent communication and customer service across all levels.

Responsibilities

• Receive and respond to support tickets for on-site staff and remote teams.
• Provide expert support for Microsoft Office and other MS applications.
• Support Mac devices including Macs/iPads and software installations.
• Troubleshoot software issues and assist with installations and updates.
• Maintain and troubleshoot AV equipment for meetings and events.
• Collaborate with infrastructure teams for on-site hardware work.
• Keep accurate IT asset inventory and conduct audits.
• Assist with onboarding of new employees and equipment allocations.
• Provide VIP support to senior staff when required.

Skills

Microsoft Windows

Microsoft Office 365

Networking skills

Customer service

Job description

Job Title: Deskside Support Analyst

Engagement: Full Time, Permanent

Location: Exeter

Working hours: Apply online only

Salary: Up to £35,000

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

About 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.

What you’ll do

• 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
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution
• 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

What you’ll bring

• Microsoft Windows Operating Systems
• Microsoft Office, 365 and other associated applications
• Building of hardware
• Networking skills
• Excellent communication and customer service skills at all hierarchical levels

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

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