CAREERS

Role Purpose

We are seeking ambitious hard working team players to join our service operations team and build their careers with the business. The Service Desk Analyst will work within the Service Desk Team providing 1st line software, hardware and network support to our customers.

You will support multiple clients responding to requests and solving problems impacting delivery of BAU IT services. You will also identify and suggest improvements to processes and procedures used by the Service Desk to keep our customers happy.

Key Responsibilities

• Providing top-quality 1st line support
• Taking ownership of incidents, requests and problems
• Ensure all modes of customer contact are responded to – Telephone calls and Emails, Self-Log
• Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction
• Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
• Recording and maintaining the knowledge and known error database Managing incidents, requests and problems

Skills and Experience

• Previous experience within a Service Desk environment delivering remote support to corporate clients
• Understanding of Incident/Request management and ticket handling
• Experience of working to SLA’s and KPI measures
• Experience of using/contributing to a Knowledge base
• Understanding of ITIL is beneficial
• Strong interpersonal and relationship building skills. The ability to communicate effectively verbally and in writing
• Excellent Customer Service skills
• A passion for technology and a desire to build a career in IT managed services

Role Purpose

As a member of the Response Team on the Service Desk, you will play a key role in the delivery of exceptional customer service to the business and the customer.

This position requires strong communication skills, the ability to log and record information gathered from a customer in a concise and clear manner, in addition, strong interpersonal skills are required to guide customers through situations, providing the highest levels of support and customer satisfaction. This may often be under challenging conditions.

Key Responsibilities

• Work with your colleagues on the Service Desk to effectively and comprehensively log Incidents and Service Requests. This will be via phone calls and email plus customer portals You will be expected to ensure all key information has been recorded prior to escalation / distribution as appropriate, in order to deliver the highest possible 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.
• Follow agreed processes and contribute to their continual improvement.
• 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.
• 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’ business and organisation, including key users of technology and their needs.
• Create and maintain documentation and reports on customer IT services and internal Acora processes.

Skills and Experience

• Previous experience within a Service Desk environment delivering remote support to corporate clients
• Understanding of Incident/Request management and ticket handling
• Experience of working to SLA’s and KPI measures
• Experience of using/contributing to a Knowledge base
• Understanding of ITIL is beneficial
• Strong interpersonal and relationship building skills. The ability to communicate effectively verbally and in writing
• Excellent Customer Service skills
• A passion for technology and a desire to build a career in IT managed services

Role Purpose

• As a Senior Infrastructure Support Engineer, 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 strong 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 highest levels of resolution, support and customer satisfaction.

Key Responsibilities

• 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 other members of the Service Desk, escalate effectively to achieve the highest level of customer service.
• Communicate effectively with customers 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.
• 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 on call cover on a rotation basis with the rest of the team to ensure customers have escalation cover out of hours.
• On occasion you may be tasked with completing pre-defined Project activities to deliver new or updated solutions to customers. These activities may either be performed remotely or where required on-site at a customer location.
• 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.
• 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.
• Any additional tasks or projects as may be required by the Board or management team, in support of the Company’s commercial objective.

Skills and Experience

Demonstrable experience in troubleshooting relevant, common technologies such as:
• Microsoft Windows Server Management (e.g. Powershell)
• Virtualisation (e.g. VMware, MS Hyper-V)
• Enterprise Storage (e.g. iSCSI, CIFS, NFS)
• Microsoft Exchange (e.g. Exchange 2013, 2016)
• Cloud Technologies (Office 365, Azure)
• Networking (basic troubleshooting of firewalls, routers, switches and VPNs)
• Citrix (e.g. XenDesktop / XenApp)
• Security Tools (e.g. Sophos, Anti-Virus, Bitlocker)
• Backup Solutions (e.g. Backup Exec, Veeam)

Role Purpose

To work alongside and assist the Shared Service Desk Team providing remote software, hardware and network problem resolutions to our clients.
You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients – Supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.

Key Responsibilities

• Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
• Following agreed processes and contributing to their continual improvement

Skills & Experience

– At least 1.5 years of experience within Service Desk remote support of corporate clients is essential
– Technical knowledge of and previous experience of supporting:
– Windows Operating Systems
– Office 365/Office Applications
– Microsoft Exchange
– Mobile Device Management
– Knowledge of Networking (firewalls, routers and switches)

Role Details

As an Infrastructure Manager, you will play a key role in managing the Infrastructure Team 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 strong 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 highest levels of resolution, support and customer satisfaction.

Key Responsibilities

• Lead a team of Infrastructure Analysts and maximise the use of in-house systems to provide a highly customer focused and professional Service Desk function.
• Manage incoming events and prioritise workload for your colleagues on the Infrastructure Team to effectively 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 on call cover on a rotation basis with the rest of the team to ensure customers have 24×7 coverage where 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, technically assess and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
• Work with the Technical Services Lead to provide planning for patch management and implementation by the infrastructure team.
• Work with the Technical Services Lead to assist with DR planning and testing.
• Manage recruitment of new team members.
• 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 adopt and endorse the company’s values (as above) and vision to be “game changing”, across all aspects of the role at all times.
• To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
• Such additional tasks or projects as may be required by the Board or management team, in support of the Company’s commercial objectives from time to time.

Skills & Experience

• Previous line management experience across 2nd, 3rd and 4th line infrastructure analysts or engineers including Development & Mentoring.
• Previous Experience deploying systems, software, and configuration changes and implementing rollback plans.
• Previous Experience in implementation and management of SAN and Virtualisation platforms.
• Experience with performance, capacity planning and monitoring.
• Experience with Disaster Recovery and Replication Technologies.
• Experience of network switching and routing technologies and product.
• Experience of Messaging such as O365, GSuite and on-premise Exchange.
• Experience of Cloud Technologies such as IaaS, PaaS and SaaS.
• Experience of Application Delivery products such as Citrix and Remote Desktop Services.
• Ensure that solutions maintain compliance with company and regulatory standards.
• Able to travel and to work flexible schedules, evenings and weekends, per service requirements.

Role Details

To lead our Customer on-boarding process to ensure all aspects of the agreed Service are delivered on time, budget and to the agreed quality and timeline.

Key Responsibilities

• You should be able to demonstrate the ability to undertake the below responsibilities.
• Implementation / Governance of a Best Practice based Service Transition framework which is ‘fit for purpose’ for the Acora business model and evolves as the organisation does.
• Ensuring our approach to transitions is repeatable, no matter the scale, but at the same time tailorable for each particular customer scenario.

Leading each onboarding so as to:

• Ensure a structured approach to customer engagement throughout and that reporting / communications are both effective and timely.
• Coordinate the delivering of the desired outcome(s) by our internal teams / 3rd parties
  signpost transition delays / blockers to senior management at the earliest opportunity.
• Working with each of the internal teams to ensure their deliverables, under transition, are appropriate, known and understood including the format / detail of the output.
• Establishment / Governance of KPIs associated to the effectiveness of Service Transition within Acora.
• In conjunction with our tech delivery teams, identify opportunities to enhance the quality and effectiveness of our transitions.
• Provide weekly / monthly internal KPI reporting for each transition and it’s effectiveness.

Skills & Experience

• Previous experience of implementing Best Practice Service Transition, ideally within an MSP.
• Demonstrable Customer Stakeholder management.
• A good technical background covering a variety of technical workstreams.
• Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholders.
• Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team.
• Manage and prioritise tasks/time efficiently.
• Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision.
• Either – formal ITIL qualification, v3 or later, above Foundation level

Role Details

To work alongside and assist the Service Assurance Team providing onsite IT support on customer sites within London.

You will work within the Service operations team, supporting multiple clients – supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.

Key Responsibilities

• Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
• Following agreed processes and contributing to their continual improvement

Skills & Experience

At least 1.5 years of experience within Service Desk remote support of corporate clients is essential

Technical knowledge of and previous experience of supporting:
– Windows Operating Systems
– Office 365/Office Applications
– Microsoft Exchange
– Mobile Device Management
– Knowledge of Networking (firewalls, routers and switches)

– 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
– 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

Role Details

• This role sits at the heart of the Sales & Marketing team, works alongside a number of other graduates in the team, and is a vital position for our new business growth plans.
• You will learn all about the disciplines of sales, marketing, business, IT and technology.
• The business is small enough that you feel an important part, but we’re looking to scale and grow, it’s your chance to get in now.
• Using industry-leading tools such as Microsoft Dynamics, Marketo, LinkedIn Sales Navigator and with support of a formidable sales team and a supportive marketing team, you’ll be responsible for securing C-level introductions within our target market.
• Our aim is not lots of communications in a ‘spray and pray’ approach but a sophisticated selling methodology that tailors our propositions to those prospects that we really believe would benefit from Acora’s services.
• This involves conducting detailed market research, inputting into marketing campaigns, creating persuasive emails, Inmails and telephone calls (yes you will have to call, but every call should be warm, researched and focused – not cold!), attending sales meetings and Microsoft teams calls and working with closely with everyone in the commercial team to drive new business machine.
• Our culture is one of empowerment, teamwork and encouragement and rewards high performers.
• Great start to any career – and you can build one with Acora as we grow. Especially good for those looking to work within business development, sales or marketing functions – with lots of life lessons and opportunities to grow in a supportive but challenging work environment for those willing to take them.
• Great commission scheme, which rewards you at every step of the sales cycle.

Skills Required

• Amazing energetic graduates with oodles of confidence, competitiveness, commercial awareness and communication skills – everything else we can train!
• We’re looking to build a high-performance team. It’s important that your written and spoken communication is strong.
• Confident yet collaborative – no room for egos.
• We like people who have an interest in the news and what’s going on in the world.
• Strong grades at school and university.