Desktop Support Analyst

at  Acora

KEY SKILLS:

• 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.
• Experience of using ITSM ServiceNow or equivalent ticketing system.

DESKTOP SUPPORT ANALYST 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.
The position offered is a full-time, onsite role primarily based in Exeter, with the expectation of being present at client sites every working day.

KEY RESPONSIBILITIES:

• 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.