On-Site Desktop & IT Support Specialist

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

Benefits offered by this job

Company Pension

Private medical

Cycle to work scheme

Employee assistance programme

25 days leave + bank holidays

Birthday off

Job summary

Acora is seeking a Deskside Support Analyst to join our Service Operations team on-site in the UK. You will resolve hardware, software, and access issues for end users, following ITIL practices and maintaining high customer service standards.

Responsibilities include diagnosing desktops/laptops, supporting AD/Entra ID, M365, and Azure services, and managing user accounts. Collaboration with security and infrastructure teams will be essential.

Qualifications

• Experience providing deskside or on-site support in a corporate environment.
• Hands-on diagnosis, troubleshooting, and resolution of hardware/software issues.
• Proficient in AD/Entra ID administration and troubleshooting.
• Knowledge of Microsoft 365 applications and end-user support.
• Familiarity with Microsoft Cloud technologies, including Azure, is desirable.

Responsibilities

• Provide deskside and on-site technical support to users, resolving incidents and service requests logged via ServiceNow or other approved channels.
• Perform hands-on diagnosis, troubleshooting, and resolution of issues related to desktops, laptops, peripherals, mobile devices, and meeting room technology.
• Support Microsoft operating systems, Active Directory / Entra ID, Microsoft 365, and Microsoft Cloud services (including Azure).
• Manage user account administration, including account creation, access provisioning, group membership, and password resets using AD/Entra ID.
• Install, configure, upgrade, and replace end-user hardware and software per SOPs.
• Escalate complex issues to second- or third-line support with clear communication.
• Ensure incidents and service requests are logged, prioritized, and resolved within SLAs.
• Follow documented procedures, security standards, and knowledge base articles.
• Support security/compliance requirements, including endpoint protection and patching.
• Collaborate with service desk, infrastructure, and security teams for service improvement.

Skills

Windows OS

Windows Server

Active Directory

Microsoft 365

Entra ID

ITIL basics

Customer service

Communication

Problem solving

MSP experience

Tools

ServiceNow

Job description

Acora is seeking a Deskside Support Analyst to join our Service Operations team on-site in the UK. You will resolve hardware, software, and access issues for end users, following ITIL practices and maintaining high customer service standards.

Responsibilities include diagnosing desktops/laptops, supporting AD/Entra ID, M365, and Azure services, and managing user accounts. Collaboration with security and infrastructure teams will be essential.