Service Desk Analyst

Acora; Metropolitan Borough of Solihull; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

A leading technology services provider in the United Kingdom seeks a skilled Service Desk Analyst to deliver high-quality technical support. You will provide first-line assistance primarily for Windows OS and Microsoft applications, ensuring efficient issue resolution. The role offers a competitive salary and a hybrid working policy with office-based and remote days.

Benefits

Private Medical

Pension

Gym Membership

Cycle to Work Scheme

Employee Assistance Programme

Qualifications

• Proficient in supporting Windows and Mac systems.
• Strong troubleshooting skills for OS, applications, and hardware.
• Effective communication skills to interact with end-users.

Responsibilities

• Provide first-line support for all IT-related issues.
• Diagnose and resolve hardware, software, and network issues.
• Communicate effectively with end-users regarding support requests.

Skills

Troubleshooting Windows OS

Proficiency in Microsoft Office

Active Directory knowledge

Experience with Microsoft Exchange

Understanding of Azure and Office 365

Building and imaging Windows machines

Job description

Job Title

Service Desk Analyst

Contract Type

Permanent Full-Time

Salary

Up to £26,000

Benefits

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

Office Location / Working Policy

Hybrid - 3 days office

Working Hours

0600 to 2300 (Shift pattern included)

What to wear

Smart casual

The Role

As Service Desk Analyst you will be part of the Service Operations team, playing a key role in the delivery of high-quality technical support for the business and the customer. You will be responsible for providing technical assistance, troubleshooting, and support to end-users, with a specific emphasis on Windows OS and Microsoft applications.

Role Responsibilities

• Provide first-line support for all IT-related issues with a primary focus on Windows operating systems and Microsoft technology
• Diagnose and resolve hardware, software, and network issues in a timely and efficient manner
• Respond to service desk tickets, emails, and phone calls, ensuring a high level of customer satisfaction
• Possess in-depth knowledge and hands‑on experience with various versions of Windows OS (Windows 7, 8, 10) and server editions
• Perform system installations, configurations, and upgrades for Windows environments
• Troubleshoot and resolve issues related to Windows OS, including system performance and security
• Expertise in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and troubleshooting issues related to these applications
• Experience with Microsoft Exchange for email administration and support
• Knowledge of Active Directory, Group Policy, and other Microsoft server technologies
• Develop and maintain user guides, FAQs, and documentation for common technical issues
• Provide training sessions to end-users on Windows and Microsoft applications to enhance their proficiency
• Collaborate with other IT teams to elevate and resolve complex technical issues
• Communicate effectively with end-users, keeping them informed about the status of their support requests

Skills, Knowledge & Experience

• Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimising both environments
• Extensive experience supporting Microsoft Exchange for seamless email communication
• Strong Active Directory skills, covering both on‑premises and cloud configurations
• In‑depth knowledge of Azure and Office 365, with hands‑on experience in implementing and supporting cloud‑based solutions
• Skilled in building and imaging Windows machines, ensuring standardised and optimised deployments
• Proven ability to diagnose and resolve complex issues related to OS, applications, and hardware components
• Implementation and maintenance of security measures within Windows and Mac environments
• Providing responsive and effective end‑user support with a focus on issue resolution
• Developing clear documentation for configurations, troubleshooting, and user guides
• Effective collaboration with cross‑functional teams, along with clear communication of technical information to non‑technical users
• Commitment to staying current with the latest technology developments through ongoing training and certifications

About Acora

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

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.