Desktop Support Analyst

Acora - IT, Cyber & AI; Exeter; On-site; GBP 21,000 - 35,000; Full time

Benefits offered by this job

25 days leave + bank holidays

Birthday off

Enhanced parental leave

Company Pension

Private medical

Gym membership

Cycle to work

Employee assistance programme

Endless learning opportunities

Job summary

Acora One in Exeter is seeking a Deskside Support Analyst to join our onsite IT support team. You will deliver high-quality technical support and a personalised service to internal users and customers.

You will handle tickets, support Windows and Office applications, assist Mac users, and help with AV setups for meetings and events, while coordinating with infrastructure teams for on-site hardware and network issues.

Qualifications

• Proficient in Microsoft Windows operating systems.
• Experience with Microsoft Office 365 and related apps.
• Hands-on hardware building experience.
• Strong networking knowledge and troubleshooting.
• Excellent communication and customer service across levels.

Responsibilities

• Receive and respond to incoming tickets from remote IT teams and service desk.
• Provide expert support for Microsoft Office Suite and related applications.
• Support Mac devices, including MacBooks and iPads, and ensure compatibility with IT infra.
• Troubleshoot software issues and assist with installations and updates.
• Maintain and troubleshoot meeting room tech, including video conferencing and AV systems.
• Collaborate with infrastructure and network teams for on-site hardware installations and maintenance.
• Maintain IT equipment inventory and track asset allocation.
• Support IT for customer conferences and events with setup and coordination.
• Serve as escalation point for remote teams to resolve complex issues.
• Assist onboarding of new employees with IT equipment access.
• Provide VIP support to senior staff as needed.

Skills

Windows OS

Microsoft Office 365

Hardware building

Networking

Communication skills

Job description

Job Title: Deskside Support Analyst

Engagement: Full Time, Permanent

Location: Exeter

Working hours: (Apply online only)

Salary: Up to £35,000

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

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