Service Desk Analyst (Nights)

About Company

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.

Our Values

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.

Be the best you can be

• We do what we say
• Together we win

Job Description

As a Service Desk Analyst, you will be part of the Service Operations team, delivering high-quality technical support to our customers during our extended weekend coverage window. This role is specifically designed to operate on covering shifts between 7:00 PM and 7:00 AM (Monday to Thursday).

You will be responsible for providing technical assistance, troubleshooting, and support to end-users, primarily focusing on Windows OS and Microsoft applications.

This role plays a key part in maintaining consistent customer service coverage across the full 7-day support model, ensuring our clients receive support during weekend hours.

Key Responsibilities

Provide first-line support for all IT-related issues, focusing primarily on Windows operating systems and Microsoft technology, during weekend and extended-hour shifts (Friday to Monday, 9:00 AM to 6:00 PM).

• Diagnose and resolve hardware, software, and network issues in a timely and efficient manner.
• 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 7, 8, 10) and server editions.
• Perform system installations, configurations, and upgrades for Windows environments.
• 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.
• Provide training sessions to end-users on Windows and Microsoft applications to enhance their proficiency.
• 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.

Key Skills

Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimizing both environments.

• Extensive experience supporting Microsoft Exchange for seamless email communication.
• Strong Active Directory skills, covering both on-premises and cloud configurations.
• In-depth knowledge of Azure and Office 365, with hands-on experience in implementing and supporting cloud-based solutions.
• Skilled in building and imaging Windows machines, ensuring standardized and optimized deployments.
• Proven ability to diagnose and resolve complex issues related to OS, applications, and hardware components.
• 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.
• Ability to work effectively in a dynamic, time-sensitive environment, especially during weekend and early/late-day shifts.
• Willingness to work a regular weekend-based schedule (e.g. Friday to Monday), with flexibility to provide consistent support during non-standard hours.
• Previous experience in roles requiring shift-based or extended hour working, demonstrating a proactive approach and adaptability to changing demands.

Personal Specification

• Excellent Customer Service skills
• Strong interpersonal skills
• Ability to manage each Customer as an individual
• Demonstrative ‘Can do’ attitude at all times
• Flexible
• Punctual at all times
• Team Player
• Excellent communication skills
• Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment
• Excellent multi-tasking skills