Service Desk Analyst

Acora

Belfast, Northern Ireland, United Kingdom

Belfast, Northern Ireland, United Kingdom

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Job Title: Service Desk Analyst 📝 Contract Type: Contract 💰 Salary: Dependent on experience 🏢 Office Location/Working Policy: Hybrid 🕔 Working Hours: 8:45am - 5:30pm 🕵🏻 What to wear: Smart casual The Role: As Service Desk Analyst you will be responsible for providing technical support and troubleshooting assistance to end-users, ensuring the smooth operation of desktop systems, and optimizing the performance of Windows-based environments. You will also identify and suggest improvements to processes and procedures used by the Tech Bar to keep our customer satisfied. The role is full time onsite with face-to-face communications with users and the client. Role Responsibilities: * Provide first-level technical support to end-users for hardware, software, and network-related issues. * Install, configure, and maintain desktop systems, including Windows operating systems and Microsoft applications. * Respond to service requests and incidents in a timely manner, ensuring a high level of customer satisfaction. * Administer and support Windows operating systems, including installation, configuration, and troubleshooting. * Implement security updates, patches, and system upgrades to ensure the stability and security of desktop environments. * Experience with Microsoft Active Directory, Group Policy, and user account management. * Familiarity with Microsoft collaboration tools such as Teams and SharePoint. * Diagnose and resolve technical issues related to desktop systems, applications, and peripherals. * Conduct root cause analysis for recurring problems and implement preventive measures. * Maintain accurate documentation for configuration, troubleshooting procedures, and support processes. * Create user guides and training materials for end-users. * Clearly communicate technical information to non-technical users. * Collaborate with other IT teams to escalate and resolve complex issues. * Position is full time on-site based. Key Skills: * Proven experience in desktop support roles with a focus on Windows environments. * Strong working knowledge of Microsoft technologies, including Active Directory, Entra ID and Microsoft InTune. * Proficiency in Windows 11 operating systems. * Solid understanding of Microsoft Office Suite and Office 365. * Experience with troubleshooting hardware and software issues. * Excellent customer service and interpersonal skills. * Ability to work effectively in a team-oriented environment. * Ability to adapt to evolving technologies and learn new skills quickly. * Certification (e.g. Microsoft MS-900, AZ-900, 365 Certified. CompTIA A+, Network+. ITIL 4 Foundation) would be an advantage. The Interview Process ☎️ Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you. 🚀 First interview: A video call over MS Teams with the Hiring Manager + Team Member. 🤝🏻 Second interview: Usually F2F interview onsite at one of our offices (this can sometimes involve a task or presentation). 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. 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

Belfast, Northern Ireland, United Kingdom

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English

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