CAREERS

Description

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As Service Desk Analyst you will be part of the Service Operations team, playing a key role in the delivery of high-quality technical support for the business and the customer. You will be responsible for providing technical assistance, troubleshooting, and support to end-users, with a specific emphasis on Windows OS and Microsoft applications.

Key Responsibilities

• Provide first-line support for all IT-related issues with a primary focus on Windows operating systems and Microsoft technology.
• 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.

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.

Description

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The role of the HR Systems Administrator is to have responsibility for the quality and integrity of the HR System (Sage HR), conduct regular HR reports, trend analysis and MI to the HR team, People Leaders and the Board of Management. This person will have the opportunity to work across all HR disciplines including recruitment, employee performance, learning and development and diversity & inclusion. This is a great opportunity for a HR professional with a strong data mindset to be part of a busy HR team and grow their wider HR knowledge to support HR projects to support their career development.

This is a great opportunity for a HR Assistant/Administrator who is looking for their next opportunity.

Key Responsibilities

• Custodian of the HR System (Sage HR) and responsibility for deployment of enhancements.
• Working closely with third party providers and internal stakeholders for implementation and testing. Previous Sage HR experience at super-user level would be advantageous.
• Maintain HR dashboards and partner with people leaders to support them to understand their data to influence their decision making.
• Respond to data and procedure requests from customers and other stakeholders.
• Support statutory reporting including but not restricted to Gender Pay, Diversity and Inclusion and the Annual Report and Accounts.
• Provide administration for the data aspects of any HR projects.
• To maintain suitable documentation of reporting systems and user guides for all HR systems.
• Provide HR data to wider business areas and development automated solutions alongside internal IT and subject matter experts.
• Core HR Systems include Sage HR, Clear Review and LinkedIn Learning

Key Skills:

• Previous experience of working in a medium to large organisation and conducting business analysis and HR reporting
• Strong knowledge of Excel, ability to manipulate and analyse data, as well as use formulas to problem solve when needed.
• Demonstrated ability to work with HR data and derive meaningful insights.
• Strong analytical and problem-solving skills.
• Effective communication skills, with the ability to present complex data clearly.

Personal Specification:

• Team player
• Keen eye for detail
• Happy to travel to Acora sites when needed

Description:

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As 2nd Line Service Technician you will be the go-to problem solver, tackling a diverse range of customer IT support cases within our service level agreements. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each challenge with efficiency and professionalism. The position entails assisting colleagues within the department across a range of technologies and serving as the escalation point to assume responsibility for and resolving long-standing, more complex issues.

As part of the role, we operate a shift schedule that provides flexibility and allows a balance of working in our office and working from the comfort of a remote location.

Key Responsibilities:

• To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements
• To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy
• To resolve cases raised through our Proactive Monitoring system
• Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs
• Achieving individual KPIs and in turn contributing to the success of the department
• Attending customer premises when required, this could include troubleshooting hardware problems within Servers or Network Infrastructure such as RAM, motherboards or Hard Drive Failures
• Attending ICT meetings with Account Managers to provide technical advice and guidance to customers
• Raising opportunities with Account Managers to drive forward customer infrastructure enhancements and being proactive with recognising areas of improvement
  Administrating, configuring, and managing customer backup systems
• Administrating, configuring, and managing core network infrastructure of customer equipment
• Working with supplier support contacts to resolve complex technical issues
• Taking ownership of cases escalated within the department that require enhanced technical knowledge
• Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation
• Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditation’s

Key Skills:

• Proven experience supporting, maintaining and configuring Desktop Devices and Windows Server Environments
• Experience with Microsoft Server Operating Systems including setup, configuration, and support
• Experience with Office 365 platform including setup, configuration, and support
• Experience with 3CX phone systems including setup, configuration, and support
• Experience with RDS environments including configuration and support
• Experience with LANs, WANs & Internet Technologies

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.

Description:

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As Sales Operations Coordinator you will be instrumental in supporting sales operations, optimising processes, and facilitating effective communication between sales representatives and various departments. The Sales Operations Coordinator will play a key role in ensuring smooth operations and contributing to the achievement of sales objectives.

Key Responsibilities:

• Assist in the development and implementation of sales processes and procedures to improve efficiency and effectiveness. Provide day-to-day support to sales representatives, addressing inquiries, and resolving issues promptly.
• Develop an understanding of the various product offerings and pricing structures of main vendors and suppliers.
• Request renewal and new business quotes from various distributors and vendors, ensuring costs provided are in line with Acora pricing agreements.
• Produce customer-facing quotes as advised by the Sales team.
• Submit of deal registrations for various technologies on behalf of the Sales team.
• Maintain accurate and up-to-date records in the Customer Relationship Management (CRM) system.
• Serve as the primary administrator for the CRM system, overseeing user access, data integrity, and system maintenance. Provide training and support to sales teams on CRM usage and best practices.
• Collaborate with cross-functional teams, including marketing, finance, and operations, to facilitate communication and coordination. Assist in the preparation of sales presentations, proposals, and contracts as needed.
• Track key performance indicators (KPIs) and metrics to measure sales performance and effectiveness. Prepare regular reports and dashboards to monitor progress and identify areas for improvement.
• Manage hardware and software renewals on behalf of Acora. Keep an active record of all external HW/SW renewals and communicate upcoming renewal dates to the Sales team on a fortnightly basis.

Key Skills:

• Previous experience in sales support, operations, or a similar role is preferred.
• Proficiency in Microsoft Office suite; Word, Excel, Outlook
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Detail-oriented with strong organisational and time management abilities.
• Ability to work independently, prioritise tasks, and meet deadlines in a fast-paced environment.

Personal Specification:

• Positive can do attitude
• Keen eye for detail
• Want’s to learn and develop
• Happy to go the extra mile when required to meet deadlines

Description:

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As the Service Desk Team Lead, you will be responsible for managing a service desk team, ensuring the delivery of excellent IT support to end users for a renowned legal firm. In this role, you will be proactive in supporting and encouraging the team, making sure that morale is high, and that the workplace is enjoyable environment for the whole team to work in. You will be tasked with managing the performance of the team to ensure that every member of the team is productive along with managing internal SLAs to maintain service levels.

Key Responsibilities:

• Day to day management of the helpdesk.
• Lead the Service Desk team, providing guidance and direction to achieve departmental goals.
• Performance management of Service Desk Analysts.
• Responsible for recruitment and has a part to play in, induction, training, appraisal and one to ones.
• Stay abreast of industry best practices and emerging technologies related to end user computing.
• Required to take calls and actions tickets if & when necessary.
• Dealing with client escalations.
• Quality monitoring via ticket quality & phone quality checks to ensure compliance and a high standard of performance.
• Tracking resolution of all open Service Desk incidents and service requests to ensure that Service Level Agreement targets are achieved and whenever possible exceeded.

Key Skills:

• Proven leadership experience, ideally within an MSP environment.
• Strong expertise in Microsoft Teams, Windows operating systems, Citrix, and the Microsoft Office suite.
• Sound understanding of IT security best practices.
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills.
• Ability to lead and motivate a team in a client-centric MSP environment.
• Experience with cloud-based EUC solutions.
• Familiarity with ITIL practices.

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.

Description:

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As a leader within our infrastructure team, you will be responsible for overseeing a group of fellow infrastructure engineers, ensuring the delivery of infrastructure support meets established standards. Your role will play a pivotal part in facilitating the evolution of our current provision. Strong troubleshooting, problem-solving, and technical skills using various diagnostic tools are essential for this position. Additionally, effective interpersonal skills are required to guide customers through various situations, providing resolutions, support, and maintaining high levels of customer satisfaction. The position is based at one of our primary customer sites in the city of London, with a focus on on-site work on a weekly rotation basis.

Key Responsibilities:

• Ensure all BAU support activities are supported by documented Knowledge Base articles stored within the central Service Management platform.
• Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service.
• Work with your colleagues to effectively monitor customer systems and network performance, to process alerts, manage Incidents, Service Requests, Change requests and Problems management. Receive escalations from the Service Desk, escalate effectively to achieve the highest level of customer service.
• Communicate effectively with end users throughout the ticket 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.
• Provide on call, on rotation, with the rest of the team to ensure customers have escalation cover out of hours.
• Provide Change Management responsibilities and follow the shared service process.
• 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.
• Manage patch management with the team to ensure that the environment is patched in accordance with the patching policy. This will involve weekend works on a rotational basis.
• Work with your Line Manager to maintain a level of technological competence that remains current and fit for-purpose in your role, agreeing any training needs 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 endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
• Be an active member in the participation and resolution of Major Incidents
• Work with the client to orchestrate, agree and undertake technical routine checks and tasks to ensure platform stability and performance including remedial activities as instructed by the Security Team.

Key Skills:

• Communication Skills
• Customer Service skills
• Microsoft Windows Operating Systems including Active Directory, Group Policy, DFS, Failover Clustering, RDS
• Virtualization Infrastructure Management (e.g. Vmware, MS Hyper-V)
• Enterprise Storage (Netapp, Dell EqualLogic, Nimble)
• Microsoft Exchange
• Cloud Technologies (Office 365, Azure)
• Networking (Routing, Switching, Firewalls)
• Endpoint Protection Management
• Veeam backup and Replication

Personal Specification:

• Impact/Self Confidence
• Interpersonal sensitivity (empathy/diplomacy)
• Judgement
• Creativity
• Energy, Drive & Initiative
• Commercial Awareness