Service Desk Analyst

at  Acora

KEY SKILLS:

• Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimizing both environments.
• Active Directory skills, covering both on-premises and cloud configurations.
• Knowledge of Azure and Office 365, with some experience in supporting cloud-based solutions.
• Skilled in building and imaging Windows machines, ensuring standardized and optimized deployments.
• 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.

SERVICE DESK ANALYST ROLE:

You will provide support to one of our clients in the City of London working on a rota basis between 07:00 and 19:00 Monday to Friday, working across an array of different technologies and setups. Whether it’s over the phone, user walking up to you or through remote assistance, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills
Our client and Acora operates within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements.

KEY RESPONSIBILITIES:

• Provide first-line support for all IT-related issues with a primary focus on Windows operating systems and Microsoft technology.
• Triage issues to first point of contact and escalate it to relevant IT teams.
• 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 10,11) and server editions.
• 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.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Communicate effectively with end-users, keeping them informed about the status of their support requests.