Service Desk Analyst

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Job Title:

Cyber Operations Content Development Engineer 🕵🏻 What to wear:
Smart casual The Role

As Desktop Support 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.

• 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
• Perform system optimization and maintenance tasks to enhance overall performance
• Proficient in supporting and troubleshooting Microsoft Office Suite applications
• Experience with Microsoft Active Directory, Group Policy, and user account management
• Familiarity with Microsoft collaboration tools such as Teams and Share Point
• 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

• Proven experience in desktop support roles with a focus on Windows environments
• Strong working knowledge of Microsoft technologies, including Active Directory, Entra  Microsoft In Tune
• 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

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.

We’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

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.

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.

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…