Acora - IT, Cyber & AI
Desktop Support Analyst
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Job Title: Desktop Support Analyst
📝 Engagement: Full Time, Permanent
🌏 Location: Southampton
⌚ Working hours: Shift pattern between 08:00 - 18:00
💰 Salary: Up to £34,000
About the Role
As a member of the onsite support team, you will play a key role in delivering high-quality technical support to both the business and its customers. You will be responsible for providing an exceptional customer experience through responsive, personalised service, ensuring that users receive effective and professional support at all times.
This is a full-time, site-based position located in Southampton, with occasional travel required to the London office. The role operates on a shift pattern between 08:00 and 18:00, Monday to Friday, ensuring consistent support coverage throughout the working day.
What You'll Do
- 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 onboarding 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.
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What You'll Bring
- Microsoft Windows Operating Systems.
- Microsoft Office, 365, and other associated applications.
- Experience in building hardware.
- Networking skills.
- Excellent communication and customer service skills at all hierarchical levels.
- Experience working within the legal sector would be advantageous.
What We Offer
- 25 days leave + bank holidays
- Your birthday off
- Enhanced parental leave
- Company Pension
- Private medical
- Gym membership
- Cycle to work scheme
- Employee assistance programme
- Endless learning opportunities
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Who Are We
Acora One is a trusted UK technology partner dedicated to helping small and medium-sized businesses thrive through reliable, secure, and scalable IT solutions. Backed by the expertise and resources of Acora Group, Acora One delivers comprehensive managed IT services, cybersecurity, cloud solutions, connectivity, telephony, and business continuity support tailored to the needs of growing organisations.
Our Values
#1 Be the best you can be
#2 We do what we say
#3 Together we win
Interested in becoming an Acoran? Check out the link to our website to read more about us - Acora.com
To be considered for this position, you must have full rights to work in the UK.
Equal Opportunities at Acora Group
Acora Group are 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 based on 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!
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