CAREERS

Description

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Looking for a Service Desk Analyst, early in their career – specific training will be given. This person will cover nights and weekends.

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

• Active Directory management
• ITSM call management (any ITSM toolset experience such as ServiceNow)
• Understanding of SLAs
• Ability to work night shift and weekend out of hours.
• Ability to learn quickly
• Great communications
• Great customer service

Description

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The Junior Compliance Analyst will support our compliance team in ensuring that our internal operations adhere to all relevant regulations, and internal ISO policies.

This role involves monitoring compliance issues, running audits, and supporting compliance-related projects, including assisting departments in implementing new policies and processes.

The position offers a unique look at the business as you will work and interact with every department across the entire Acora Group.

This role requires strong analytical skills and the ability to work and be motivated independently.

Key Responsibilities

• Build and maintain (with assistance) an internal audit plan against ISO 9001, ISO 20000-1, ISO 27001, ISO 22301 and any additional certifications.
• Conduct regular internal audits and assessments against our ISO certifications.
• Assist in the development and implementation of ISO Standards, compliance policies & processes.
• Assist in maintaining up to date company policy documentation.
• Provide staff awareness training and support on compliance related matters.
• Monitoring internal and external Non-Conformances.
• Assist with the preparation and content of external audits.
• Be an external auditor guide.
• Help grow and streamline the Acora Compliance function.

Key Skills

• Knowledge of one or more of Acora’s ISO frameworks.
• Office 365 with SharePoint knowledge.
• Auditing experience (preferably to one or more of Acora’s ISO frameworks).

Personal Specification

• Ability to communicate effectively with team members and senior business stakeholders both verbally and in writing.
• You will know how and when to adjust your level of technical ISO communication depending on the level of your audience to be able to provide effective guidance and support.
• Self-motivation is essential.
• Detail oriented
• Puzzle solver
• Inquisitive
• Have a strong desire to learn.
• Strong ethics and integrity whilst maintaining pragmatism.

Description

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As a member of the Finance department, the Finance Assistant is required to establish strong relationships with external suppliers, internal stakeholders within the business and be comfortable working on own initiative and within a team. The role requires strong organisational skills, excellent attention to detail and strong communication and customer service skills.

Key Responsibilities

• Create purchase orders and process invoices in accounting system NAV
• Processing credit card transactions
• Raising of rechargeable expenses customer invoices
• Sending and receiving deliveries
• Other ad hoc finance admin activities

Key Skills

• Finance experience (preferred but not essential)
• Knowledge of MS Office: Word & Excel
• Strong organisational skills, with the ability to prioritise workloads
• Strong numerical skills and attention to detail to ensure accuracy in financial data.
• A confident communicator (both verbal & written)

Personal Specification

• Finance experience (preferred but not essential)
• Knowledge of MS Office: Word & Excel
• Strong organisational skills, with the ability to prioritise workloads
• Strong numerical skills and attention to detail to ensure accuracy in financial data.
• A confident communicator (both verbal & written)

Description

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The role is responsible for developing and maintaining ITIL-aligned policies and processes for IT Operations, ensuring these frameworks are adopted and adhered to across the organisation. This position also supports the standardisation, deployment, and governance of the service catalogue, particularly during new customer transitions, ensuring a seamless and efficient implementation process aligned with organisational objectives and customer requirements. Additionally, this role serves as an escalation point for service catalogue development, ITIL process adherence, and governance-related matters, while managing direct reports and fostering a high-performing team.

Key Responsibilities

ITIL Policy and Process Development:

• Develop ITIL-aligned policies and processes for IT Operations.
• Implement testing protocols to measure process absorption and adherence.
• Monitor compliance through governance reporting and lead related meetings.
• Act as an escalation point for addressing challenges or disputes regarding ITIL policy adherence and implementation.

Service Catalogue Development and Deployment:

• Ensure standardised service catalogues are deployed for all customers during service transition.
• Facilitate the creation and readiness of associated Request Work Instructions (RWI) for service go-live, ensuring accurate linkage to catalogue items in ServiceNow.
• Manage the capture and definition of requirements for custom catalogue items where standard variables and RWIs cannot meet needs.
• Oversee the development and UAT of custom catalogue items, ensuring alignment with customer expectations.
• Maintain oversight of the ServiceNow Catalog Builder resource and collaborate with the ServiceNow development team as needed.
• Act as the primary escalation point for resolving complex issues in catalogue item deployment and customer-specific adaptations.

Knowledge Article Management:

• Ensure all RWIs are created by Operations and accurately associated with corresponding catalogue items in ServiceNow.
• Regularly audit RWI associations to ensure ongoing accuracy and relevance.
• Serve as the escalation contact for issues regarding the accuracy or quality of RWIs.

Line Management:

• Manage one direct report (currently the ServiceNow Catalog Builder resource) with potential to oversee all ITIL process owners as the team consolidates.
• Provide mentorship, guidance, and performance management to direct reports.
• Foster a collaborative and high-performing team environment, ensuring alignment with organisational goals.
• Act as a champion for process ownership, supporting process owners in delivering consistent and high-quality outcomes.

Governance and Reporting:

• Develop and maintain datasets and reports to track the deployment progress of catalogue items.
• Provide regular updates on process adherence, governance metrics, and the readiness of RWIs.
• Address escalated governance concerns and ensure timely resolution.

Project Management and Stakeholder Liaison:

• Keep all service catalogue initiatives on track, managing risks, timelines, and deliverables.
• Act as a key point of contact for internal and external stakeholders, ensuring alignment with project goals and customer needs.
• Respond to escalations from stakeholders and resolve issues efficiently.

Key Skills

• Strong knowledge of ITIL principles, particularly within IT Operations.
• Proven experience in policy and process development, implementation, and adherence measurement.
• Familiarity with ITSM tools, particularly ServiceNow, including Catalog Builder functionality.
• Project management experience with a track record of delivering initiatives on time and to a high standard.
• Previous experience managing direct reports, including performance management and mentoring.
• Excellent communication and stakeholder management skills.

Personal Specification

• Strong analytical and organisational skills.
• Attention to detail and a focus on quality.
• Proactive and self-motivated, with a collaborative approach to work.
• Able to engage effectively with stakeholders at all levels.
• Capable of calmly handling escalations and driving resolution.
• Leadership qualities with a focus on team development and collaboration.