We are looking for people with vision: individuals with the drive to carve a place for themselves in a dynamic business, keen to make their mark on a tired industry, pioneer standards, and challenge the status quo. We need people who are passionate about the potential of technology to liberate businesses and innovate the way we work – individuals with the exceptional talent, outstanding discipline and total commitment to deliver a game-changing, business-focussed service that drives real value for our customers.
For the latest roles available please visit our LinkedIn jobs page, here.
Why Acora?
At Acora, we work with the most driven, strategic and forward-thinking businesses in the mid-market today. As a team, we continually strive to match them with the energy, expertise and professionalism that has come to define our people and set us apart from our competitors. We need people who are up to the challenge as we continue on our journey to innovate new value for the dynamic mid-market.
To apply for any vacancies or to contact our HR department, please email yourcareer@acora.com
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Roles available
From technical consultants to project managers, sales people to engineers, Acora recognises that the people we recruit are our most valuable asset. We are committed to developing the skills and experience of our staff. If you think you have what it takes to really excel at Acora, please email yourcareer@acora.com and attach your CV.
Service Delivery Manager
Employment type: Full time
Salary: Competitive
Office: Solihull/Burgess Hill
- Pro-actively work to support the day to day client relationship and drive customer satisfaction.
- Provide high quality Service Reporting to the customer as outlined in the Master Services Agreement.
- Maintain ownership of Service Reviews with customers, including the maintenance of the agenda, minutes and actions.
- Service Review attendance and presentation of client service report.
- Owning and managing any annual client external audit activity where included in the Master Services Agreement.
- Own and manage service remediation plans to ensure Acora contracted services are delivered to the agreed services levels and quality.
- Identify areas of further service development and liaise with the Account Director to raise sales opportunities as they arise.
- Play an active part during any major incidents that may affect your customers, including reviewing and approval of MIRs and involvement in the Problem Management process.
- Overview and involvement in Projects as a key stakeholder, including sign off & Service Introduction.
- Own to conclusion any operational escalations or formal complaints.
- Act as a stakeholder in CAB, providing input to the process and adding value.
- Drive third party service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.
- Generation of monthly reporting on contractual services, risks and issues.
- Management and oversight of Onsite Technical Resources where applicable.
To apply for this position, please email yourcareer@acora.com with a copy of your CV.
Escalation Infrastructure Support Analyst 24/7
Employment type: Full time
Salary: Competitive
Office: Solihull
- Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.
- Work with your colleagues on the Client Services teams to effectively monitor customer systems and network performance, to process events and manage Incidents and Service Requests.
- Receive escalations from the Infrastructure Leads within the Client Services teams and act as overflow for these teams.
- Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
- Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
- Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
- Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
- Ensure that all work carried out for customers is recorded using in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract / contract line.
- Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate.
- Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.
- Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs
To apply for this position, please email yourcareer@acora.com with a copy of your CV.
Infrastructure Support Analyst 24/7
Employment type: Full time
Salary: Competitive
Office: Solihull
- Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.
- Work with your colleagues on the Infrastructure Team to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests. Receive escalations from the EUC Lead escalate effectively to achieve the highest level of customer service.
- Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
- Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
- Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
- Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
- Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
To apply for this position, please email yourcareer@acora.com with a copy of your CV.
Acora Academy and Internships
Acora runs an Academy scheme for students looking to gain work experience in IT, we also offer summer internships which can lead to job opportunities. For more information about this scheme, please email yourcareer@acora.com with a cover letter explaining a little about yourself and why you would like a placement with us.
"During my three months’ internship with Acora, I’ve learnt so much. I’ve been shown how to handle a variety of IT problems, provide great customer service and how to use new and different software. I feel that my confidence is growing as a result of speaking to customers, and regular discussions with my always helpful team. It’s been a great experience, and still is! I’m hoping to learn even more and get more skills in IT."
Mariusz Szymanski, Customer Service Analyst
"Acora is a great place to start out, and I was made to feel very welcome. You dive straight into work here, and get a real sense of what it’s like to be a support analyst in IT. My colleagues have been really supportive, and are happy to help me when I have questions or if I can’t fix a customer’s problem myself. Acora makes you feel at home, and you can learn so much in a short amount of time."
Conner Whitehouse, Customer Service Analyst
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