Desktop Support Analyst

📌 Job Title: Deskside Support Analyst

📝 Engagement: Full-time, Fixed-Term contract 

🌏 Location: London

⌚ Working hours: Shift pattern between 0800 - 1645 and 0900 - 1745

💰 Salary: Up to £33,000 per annum, pro rata, plus bonus

About the role

We are seeking an experienced and customer-focused Deskside Support Analyst for a fixed-term contract position. Based full-time at our client’s Saffery London Office, you will be an integral member of the onsite support team, delivering high-quality IT support and ensuring an exceptional customer experience through a professional, proactive, and personalised service. The role involves providing deskside support, troubleshooting hardware and software issues, supporting end-user devices and applications, and working closely with users to resolve technical problems efficiently. 

You will work 38.75 hours per week, Monday to Friday (excluding Bank Holidays), on a shift pattern of either 08:00–16:45 or 09:00–17:45, depending on business requirements. 

This is a fully onsite position with no work-from-home option, making it ideal for a hands-on IT support professional who thrives in a client-facing environment and is committed to delivering excellent service.

What you’ll do

• Receive, manage, and respond to incidents and service requests escalated from remote IT teams, including Service Desk, Desktop Support, Infrastructure, and Network teams. Support Service Desk tickets where possible.
• Provide expert support for Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and other Microsoft applications.
• Provide support for Apple devices, including MacBooks and iPads. Assist users with device-related issues, configurations, and software installations, ensuring compatibility with the existing IT environment.
• Troubleshoot and resolve software and application issues promptly and efficiently. Assist end users with software installations, updates, and configuration changes.
• Support and maintain meeting room technology, including Microsoft Teams Rooms, video conferencing equipment, projectors, displays, and audio systems. Ensure the seamless operation of AV equipment during meetings, presentations, and events.
• Collaborate with Infrastructure and Network teams to support on-site hardware installations, upgrades, maintenance activities, and the resolution of infrastructure-related issues.
• Maintain an accurate inventory of IT assets, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is correctly configured and recorded.
• Provide IT support for customer conferences and events, including the setup and configuration of IT and AV equipment. Ensure smooth operation throughout events and provide technical assistance to participants as required.
• Act as an escalation point for remote IT teams, assisting with the diagnosis and resolution of complex issues that cannot be resolved remotely. Collaborate with support teams to ensure timely issue resolution.
• Support the onboarding of new employees, ensuring they have the required IT equipment, system access, and guidance. Provide training and assistance to help new starters integrate smoothly into their roles.
• Provide VIP support to senior members of the organisation, delivering a high level of responsiveness, professionalism, and customer service.

What you’ll bring

• Microsoft Windows Operating Systems
• Microsoft Office, 365 and other associated applications
• Building of IT Hardware
• Networking skills
• Excellent communication and customer service skills at all hierarchical levels

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

Who we are

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

• #1 Be the best you can be
• #2 We do what we say
• #3 Together we win

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!