CAREERS

The Role

To work alongside and assist the Service Desk Team providing remote software, hardware and network problem resolutions to our clients.

You will be based in Burgess Hill office and will work within the Service operations team.

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 and 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)

To apply for the role, please click here.

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)

To apply for the job, please click here.

The Role

We are looking for Service Desk Analysts to join our team in our Solihull office. 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.

Responsibilities of Role

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

• A passion for technology and a desire to build a career in IT managed services.
• 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

To apply for the role, please click here.

THE ROLE

To work alongside and assist the Team providing onsite IT support on customer site within London.
You will work within the Service operations team, supporting the client – supported by the 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.

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)

To apply for the role, please click here.

THE ROLE

As a member of the Finance department, the Purchasing Manager is required to establish strong relationships with external suppliers, internal stakeholders within the business, be comfortable working on own initiative and manage a team of 3 people. The role requires strong organisational and problem-solving skills, strong communication and customer service skills and experience or working within a purchasing team essential.

RESPONSIBILITIES

• Manage a small purchasing team of 3 people ensuring the company goals are achieved
• Build strong relationships with external suppliers
• Procurement of hardware and software licences for an IT services company and resale to its customers
• Liaise with sales team ensuring timely ordering of goods/services for customers
• Process purchase orders and maintain purchase prices within our systems
• Receive goods against purchase orders and invoice customer against sales order
• Ensure supplier approval process comply with ISO standards

SKILLS & EXPERIENCE

• Previous experience working within a procurement team essential
• Managing people skills
• Stock management
• Strong organisational skills and problem solving
• Highly driven to succeed
• Confident in working in a team environment
• Strong communication skills, written and verbal
• Ability to maximise cost savings

To apply for the role, please click here.

THE ROLE

As the Service Desk Manager, you will be responsible for the day to day operation of End User services delivered team, this includes line management of deployed Service Desk Managers & Team Leaders.

RESPONSIBILITIES

You will be required to:

• Operational accountability for the EUC Services delivered by our team
• Productivity / Capacity
• Agree standards for monitoring Analyst performance / Service throughput with SOMs / EUC Director
• Ensuring all line managers are measuring the individuals within their teams in accordance to the standards
• Monthly reporting of Service volumes / capacity utilisation
• Process Adherence
• Agreeing single processes for key EUC Support activities with SOMs / EUC Director
• Implementation / monitoring of process adoption
• Major Incident Management
• Definition of a single Major Incident Management process for adoption by existing Team Sigma Services (where possible) and into new clients
• Part of the escalation matrix for clients
• Building relationships across the Acora business, especially with other EUC Managers and SOMs, to ensure the adoption of single processes and knowledge sharing
• Play active role in the adoption of new Services into Team Sigma including resource planning and training in line with the agreed transition plan
• Overall responsibility for ticket management according to defined process and to agreed targets
• Attendance at monthly Service Review meetings as required
• Maintaining good communication and relationship with the client and Service Delivery team
• Monitoring and anticipate business trends and requirements, ensuring all Services have the necessary resources

SKILLS & EXPERIENCE

• Good broad technical knowledge, particularly around desktop, laptop and mobile devices
• Clear leadership abilities and motivational skills to bring the best out of a small mixed – skilled team
• A clear understanding of what constitutes an excellent IT service and the ability to direct and influence resources in order to deliver it
• Knowledge of ITIL principles, processes and structures
• An ability to shape and develop the service to ensure it continues to meet the needs of its users
• Excellent written and verbal communication skills, with stringent attention to detail
• Effective staff coaching and mentoring skills

To apply for the role, please click here.

THE ROLE

Acora are looking for a dedicated, ambitious and self-driven Technical Account Manager to work with a high value Global Managed Services client in the Professional Services sector.

As a Technical Account Manager, you will oversee and govern all technical support, delivery, forward strategy while identifying potential new opportunities for Acora and building a strong and trusted relationship with the customer. You will oversee and provide insight and guidance for a number of key functions within the Service Operations department that enable technical delivery as part of the wider Managed Service and projects.

RESPONSIBILITIES

This position is customer facing and requires that you establish and manage expectations with the customer in alignment with contracted service levels whilst seeking to strengthen and develop relationships for the longer-term.

In this role, you will:

• Provide technical governance to ensure all aspects of Service Delivery are met on a monthly / quarterly basis.
• Ensure that all technical designs, solutions and changes are compatible with the existing customer environment, architecture and forward strategy.
• Working with the operational team, support the resolution of technical issues in a timely and efficient manner.
• Be the Technical Design Authority for all Acora projects, solutions and changes.
• Within Acora’s remit support, facilitate and input on the technical strategy of the customer.
• Where possible own to conclusion any technical escalations and support formal complaints, escalating to the Service Delivery Manager where required and ensure that Continual Service Improvement and Service Improvement Plans are technically valid.
• Technical ownership of the management, planning, delivery and remediation of IT Service Continuity Management (Disaster Recovery).
• Provide technical review, approval and oversight for Acceptance into Service to ensure service levels and support are maintained while championing service delivery.
• Own, manage and improve all technical documentation and Knowledge Base Articles for the customer with a view of improving service delivery.
• To work in collaboration with the Acora Account Director on new sales opport unities.
• To provide technical support and input to the Acora Enterprise Architect and pre-sales team.
• Creation and publication of monthly Technical Account Management report.
• Pro-actively inspect, control and support service delivery; working with the Service Delivery.
• Management team (where aligned) and colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed.
• Demonstrate a strong understanding of your customers’ utilisation of our services (SLA/KPI as well as other service metrics and supporting data).
• Provide and offer technical guidance and support during major incidents for your customer.
• To actively and continuously identify areas of service improvement and technical remediation and liaise with the Service Delivery Management team and Account Director to raise sales opportunities as they arise.

SKILLS & EXPERIENCE

• An evident passion for quality customer service.
• A good technical background covering a variety of technical workstreams including:
• Essential: AWS, MAC Desktop, O365, Intune, OKTA Meraki, Azure / AD
• 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.
• Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
• ITIL foundation qualification or better.
• Experience of managing, measuring and improving service delivery.
• Able to excel under pressure and meet deadlines
• Demonstrate a creative approach to problem solving and conflict resolution within your team.
• Must be flexible as travel within the UK and overseas, including North America, is necessary at times.

To apply for the role, please click here.