Service Desk Analyst / IT Support Help Desk Technician

Acora Limited; Metropolitan Borough of Solihull; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A technology services company is seeking an IT Support Specialist based in the United Kingdom. The role involves diagnosing IT issues, managing service requests, and ensuring customer satisfaction. Candidates should have experience in customer service, excellent communication skills, and a problem-solving mindset. This position offers a flexible work schedule with a combination of office and remote work options.

Qualifications

• Proven experience in a customer service role.
• Ability to communicate with technical and non-technical clients.
• Strong organization and time management skills.
• Ability to gather data and identify improvements.
• Capability to work under pressure in a dynamic environment.

Responsibilities

• Diagnose and resolve IT problems across various technologies.
• Use IT Helpdesk system to manage case records accurately.
• Foster customer satisfaction according to KPIs.
• Create and manage Active Directory objects.
• Perform software installations and updates.

Skills

Customer service experience

Excellent verbal communication

Organizational skills

Problem solving

Time management

Job description

Overview

You will provide support to our customers, working across an array of different technologies and setups. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills. Within the business, you will play an instrumental part in providing IT support to over 5,000 end users. Our team operates within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements. As part of the role, we operate a shift schedule that provides flexibility and allows a balance of working in our office and working from the comfort of a remote location.

Responsibilities

• To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
• To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy
• Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs
• Achieving individual KPIs and in turn contributing to the success of the department
• Answering telephone calls from customers with technical problems and queries
• Attending customer premises when required, this could include troubleshooting hardware problems in PCs or Laptops such as RAM, motherboards, or Hard Drive Failures
• Creating, administrating, and disabling active directory objects
• Administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes
• Performing software updates and installations on end users' workstations and servers
• Raising cases from emails received by the department and from the proactive monitoring system
• Escalating incidents to senior support team members or external suppliers when required
• Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation
• Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations
• Screening call: Phone call with our recruitment team to assess your suitability for the role, and whether the role is right for you
• First interview: A video call over MS Teams with the Hiring Manager
• Second interview: A video call over MS Teams with the Hiring Manager and a team member

Qualifications

• Proven experience working within a customer service based role.
• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers
• Organisation and time management skills
• To be a problem solver and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner
• Be highly motivated, manage your own workload and meet deadlines while working under pressure in a fast-paced, dynamic environment

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.

Interested in becoming an Acoran? Check out the link to our website to read more about us at https://acora.com

Equal Opportunity

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

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!