Service Desk Analyst (Nights)

📌 Job Title: Service Desk Analyst (Nights)

📝 Engagement: Full-time, permanent

🌏 Location: Remote

⌚ Working hours: Shifts between 1900 - 0700, Monday to Thursday

💰 Salary: Up to £28,000

About the role

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.

What you’ll do

• 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.

What you’ll bring

• 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.
• 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.

Who we are

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

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