Position - Desktop Support Analyst
Role- Desktop Support Analyst
Location- Onsite Colombo 05
Permanent Role
Start Date- ASAP
Acora Overview
Acora is the UK's number-one managed service provider also ranked in the top five globally, it serves mid-market customers (500-5,000 users) across the world in a wide range of industries and sectors with over 300 clients by our side.
Acora has its Head Office in the UK and globally including Cape Town and Kuala Lumpur. We have recently joined forces with Secrutiny and Computer Service Centre taking our total group staff numbers to over 500.
Role Purpose
As a member of onsite support team, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.
This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the customer satisfaction. This may often be under challenging conditions.
Role would need some weekend work overtime.
Key Responsibilities
- Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc.
- Provide expert support for Microsoft Office Suite and other Microsoft applications. Troubleshoot and resolve software-related issues promptly and efficiently. Assist end-users with software installations and updates.
- Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio-video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences.
- Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure-related issues.
- Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured.
- Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio-video equipment during customer-facing events. Offer technical assistance to event participants as needed.
- Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution.
- Provide support for Mac devices, including MacBooks and iPads. Assist users with Mac-related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure.
- Provide white-glove IT support for VIP users, including executives and senior management. Ensure a high level of responsiveness and personalized assistance for VIPs.
- Offer immediate IT support to employees with walk-in requests, including hardware and software issues. Provide guidance and resolutions to IT-related inquiries from employees on-site.
- Assist with the onboarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles.
- Adhere to a strict ITIL environment ensuring that all ITIL and ISO processes are followed.
- 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 End User Computing services to the customer beyond that provided from our offices as required.
- Assist Problem Management by using all the information to hand to identify, prevent or resolve ongoing or potential issues.
- Ensure that all work carried out for customers is recorded in the 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.
- Role would need remote support for India & Maldives offices. Some travel may be required.
Key Skills Required
Experience in troubleshooting relevant, common technologies such as:
- Microsoft Windows Operating Systems.
- Microsoft Office, 365 and other associated applications
- Building of hardware
- Networking skills
Privacy Policy
In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.
.png)
