Deskside Support Analyst

📌 Job Title: Deskside Support Analyst 📝 Engagement: Full Time, Permanent 🌏 Location: Belfast - Onsite ⌚ Working hours: Shift based between 0800 - 1800 💰 Salary: Up to £36,000 About the role 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. What you'll do

• Provide deskside and on-site technical support to users, resolving incidents and service requests logged via ServiceNow or other approved channels
• Perform hands-on diagnosis, troubleshooting, and resolution of issues related to desktops, laptops, peripherals, mobile devices, and meeting room technology
• 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
• Ensure all incidents and service requests are accurately logged, prioritised, and resolved within agreed service level agreements (SLAs)
• Follow documented technical procedures, security standards, and knowledge base articles to ensure consistent service delivery
• 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 What you'll bring
• 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
• Solid understanding of Active Directory / Entra ID administration and troubleshooting
• 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
• Excellent communication and customer service skills, with the ability to engage confidently with users at all levels
• Strong analytical and problem-solving skills with a proactive, solution-driven mindset Desirable
• Experience working in a managed service provider (MSP), MSSP, or security-focused environment is advantageous but not essential What we offer
• 25 days leave + bank holidays
• Your birthday off
• Enhanced parental leave
• Company Pension
• Private medical
• Gym membership
• Cycle to work scheme
• Employee assistance programme
• Endless learning opportunities Who are we 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
• 1 Be the best you can be
• 2 We do what we say
• 3 Together we win Interested in becoming an Acoran? Check out the link to our website to read more about us - Acora.com To be considered for this position, you must have full rights to work in the UK. at Acora Group Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!