As a Deskside Support Analyst, you will be part of the Service Operations team, providing face-to-face and on-site technical support to end users.
You will act as a key point of contact for resolving hardware, software, and access-related issues, ensuring a high-quality user experience in a fast-paced, security-conscious environment.
This role requires strong technical capability, excellent interpersonal skills, and a proactive, customer-focused approach to problem resolution, operating in line with ITIL best practices.
Provide deskside and on-site technical support to users, resolving incidents and service requests logged via ServiceNow or other approved channels
• Support Microsoft operating systems, Active Directory / Entra ID, Microsoft 365, and Microsoft Cloud services (including Azure).
• Manage user account administration, including account creation, access provisioning, group membership, and password resets using Active Directory / Entra ID.
• Install, configure, upgrade, and replace end-user hardware and software in accordance with standard operating procedures.
• Escalate complex or unresolved issues to second- or third-line support teams while maintaining ownership and clear communication with the user.
• Support security and compliance requirements, including endpoint protection, patching, and secure device handling.
• Collaborate with service desk, infrastructure, and security teams to support continuous service improvement.
• Participate in shift-based or on-call rotations where required to support business operational needs.
Strong working knowledge of current and previous versions of Microsoft Windows and Windows Server
• Hands-on experience providing deskside or on-site end-user support in a corporate or enterprise environment.
• Experience using ServiceNow or similar IT Service Management (ITSM) tools.
• Good working knowledge of Microsoft 365 applications and end-user support.
• Familiarity with Microsoft Cloud technologies, including Azure, is desirable.
• Understanding of ITIL service management principles and best practices.
• 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 define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.
#We challenge ourselves to raise our game each day.
Acora is 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 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.