CAREERS

Description

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You will be responsible for the day to day management of customer accounts, developing existing relationships and spotting new opportunities to ensure profitable growth. You will create and manage a sales pipeline, regularly communicate with your customer accounts by telephone, email and in person, and oversee the customer experience throughout the business.

Key Responsibilities

• Manage existing customer accounts and potential customer relationships
• Creating and managing opportunities
• Achieving all relevant KPIs and ensuring the continued year on year growth of OPEX and CAPEX sales
• Producing customer forecasts and strategies
• Meeting and presenting to customers regularly
• Escalating customer issues through the wider company
• Attending network events
• Spotting development opportunities with your customers
• Providing exceptional customer service
• Spotting development opportunities with customers to cross-sell other established services
• Strategising the long-term growth of your customer accounts
• Generating ideas with the Solutions Team and assist with implementing process improvements or new product offerings
• Contributing to inter-departmental projects that contribute to wider company objectives
• Adhering to company policies
• Maintaining accurate records using company systems such as Microsoft Dynamics
• Adhering to company standards (currently ISO 9001, ISO 14001, ISO 27001:2013)
• Understanding and adopting company values
• Being responsible for your own and other people’s Health & Safety at work

Key Skills

• Managing existing and potential customer relationships
• Creating and managing opportunities
• Ensuring the continued year on year growth of OPEX and CAPEX sales
• Producing customer forecasts and strategies
• Regularly meeting and presenting to customers
• Escalating customer issues through the wider company
• Attending networking events
• Time management and organisation
• Analytical and problem-solving skills
• Spotting development opportunities with your customers
• Knowledge of Microsoft Dynamics or similar CRM systems

Personal Specification

• Strong communication skills
• Good team player
• An interest in IT and technology in general
• A “can do” attitude Flexible with an enthusiastic approach to your work
• An ability to learn new skills as required
• Strong organisational skills
• Good use of initiative
• Excellent problem solving skills
• Clear and confident presenter
• Strong Negotiating skills
• Diligent Ability to work under pressure
• Enthusiasm to build relationships
• Smart personal appearance

Description

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As a member of the Multi-Site support team, you will play a key role in visiting different clients and their offices in London to ensure the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

The role will vary from client to client, providing both Service Desk & Deskside Support.

Key Responsibilities

• Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible.
• Provide expert support for Microsoft Office Suite and other Microsoft applications.
• Troubleshoot and resolve software-related issues promptly and efficiently. Assist end-users with software installations and updates.
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio-video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences.
• Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure-related issues.
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured.
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio-video equipment during customer-facing events. Offer technical assistance to event participants as needed.
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution.
• Assist with the on-boarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles.
• Provide VIP support where required to senior members of the organisation.

Key Skills

• Microsoft Windows Operating Systems.
• Microsoft Office, 365 and other associated applications.
• Imaging.
• Networking skills.
• Excellent communication and customer service skills at all hierarchical levels.

Personal Specification

• 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.
• Team Player.
• 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.

Description

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You will provide support to our customers, working across an array of different technologies and setups. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills

Within the business, you will play an instrumental part in providing IT support to over 5,000 end users. Our team operates within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements.

As part of the role, we operate a shift schedule that provides flexibility and allows a balance of working in our office and working from the comfort of a remote location.

Key Responsibilities

• To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
• To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy
• Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs
  Achieving individual KPIs and in turn contributing to the success of the department
• Answering telephone calls from customers with technical problems and queries
• Attending customer premises when required, this could include troubleshooting hardware problems in PCs or Laptops such as RAM, motherboards, or Hard Drive Failures
• Creating, administrating, and disabling active directory objects
• Administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes
• Performing software updates and installations on end users’ workstations and servers
• Raising cases from emails received by the department and from the proactive monitoring system
• Escalating incidents to senior support team members or external suppliers when required
• Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation
• Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations.

Key Skills

• Proven experience working within a customer service based role.
• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers
• Organisation and time management skills
• To be a problem solver and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner
• Be highly motivated, manage your own workload and meet deadlines while working under pressure in a fast-paced, dynamic environment

Personal Specification

• 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.
• Team Player.
• 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.

Description

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You will provide support to one of our clients in the City of London working on a rota basis between 07:00 and 19:00 Monday to Friday, working across an array of different technologies and setups. Whether it’s over the phone, user walking up to you or through remote assistance, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills

Our client and Acora operates within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements.

Key Responsibilities

• Provide first-line support for all IT-related issues with a primary focus on Windows operating systems and Microsoft technology.
• Triage issues to first point of contact and escalate it to relevant IT teams.
• 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 10,11) and server editions.
• 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.
• 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

• Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimizing both environments.
• Active Directory skills, covering both on-premises and cloud configurations.
• Knowledge of Azure and Office 365, with some experience in supporting cloud-based solutions.
• Skilled in building and imaging Windows machines, ensuring standardized and optimized deployments.
• Implementation and maintenance of security measures within Windows and Mac environments.
• Providing responsive and effective end-user support with a focus on issue resolution.
• Developing clear documentation for configurations, troubleshooting, and user guides.
• Effective collaboration with cross-functional teams, along with clear communication of technical information to non-technical users.
• Commitment to staying current with the latest technology developments through ongoing training and certifications.

Personal Specification

• Excellent Customer Service skills.
• Strong interpersonal skills.
• Demonstrative ‘Can do’ attitude at all times.
• Flexible.
• Punctual at all times.
• Team Player.
• 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.

Description

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As a Service Delivery Manager you will own the service experience for a portfolio of customers, adding value to key functions within the Service Operations that enable the delivery of a high quality of service.

Key Responsibilities

• Service Management – Helping Acora meet agreed service levels on an ongoing basis for one or more customers
• Service Transition – Working with the aligned Project Manager and Service Operations to successfully onboard new customers into Acora Service Operations.
• Service Remediation – Owning and managing to conclusion specific identified service defects that require management ownership and leadership in order to effect a positive, lasting change.
• Pro-Active Analysis – Leading and contributing to regular activity to analyse ticket patterns to help the Service Desk team identify to common issues that require Problem Management or identify risks/eliminate false positives based on Event Management data.
• Pro-actively work to support the day to day client relationship and drive customer satisfaction.
• Provide high quality Service Reporting to the customer as outlined in the Master Services Agreement.
• Maintain ownership of Service Reviews with customers, including the maintenance of the agenda, minutes and actions.
• Service Review attendance and presentation of monthly service report pack.
• Own and manage service remediation plans to ensure Acora contracted services are delivered to the agreed services levels and quality.
• Play an active part during any major incidents that may affect your customers, including reviewing and approval of MIRs and involvement in the Problem Management process.
• Overview and involvement in Projects as a key stakeholder, including supporting Acceptance Into Support (AIS) activities.
• Act as a stakeholder in CAB, providing input to the process and adding value.
• Drive third party service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.
• Generation of monthly reporting on contractual services, risks and issues.
• Oversight of Onsite Technical Resources where applicable.

Key Skills

• Strong leadership and people management skills.
• Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
• Experience of managing, measuring and improving 3rd parties and 3rd party delivered services.
• Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholder.
• Able to demonstrate strong organisational skills and the ability to manage ongoing activity.
• Manage and prioritise tasks/time efficiently and encourage the same in others.
• Able to facilitate, chair and steer meetings to achieve the stated objective/decision.
• An evident passion for good customer service.
• Demonstrate a creative approach to problem solving and conflict resolution.
• ITIL foundation qualification will be advantage.

Personal Specification

• An evident passion for good customer service.
• Demonstrate a creative approach to problem solving and conflict resolution.
• ITIL foundation qualification will be advantage.

Description

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As a Service Delivery Manager you will own the service experience for a portfolio of customers, adding value to key functions within the Service Operations that enable the delivery of a high quality of service.

Key Responsibilities

• Delivering project work
• Attending customer meetings
• Highlighting and identifying customer improvements to the Account Manager and other departments
• Case management

Key Skills

• Proven experience working within an internal or outsourced IT department
• Knowledge of current Microsoft Server Operating Systems
• Knowledge of Microsoft 365 products
• Knowledge of firewalls and IPsec tunnels
• Knowledge of IP-based networks and VLANs

Personal Specification

You will demonstrate the following qualities:

• Strong communication skills
• Strong time management skills
• Good team player
• An interest in IT and technology in general
• A “can do” attitude
• Flexible with an enthusiastic approach to your work
• An ability to learn new skills as required
• Strong organisational skills
• Good use of initiative
• Excellent problem-solving skills
• Confident in working autonomously

Description

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As a member of the onsite support team, 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.

The position offered is a full-time, onsite role primarily based in Southampton, with the expectation of being present at client sites every working day. The role also entails occasional travel to the client’s London office, which may necessitate an overnight stay.

Key Responsibilities

• Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible.
• Provide expert support for Microsoft Office Suite and other Microsoft applications.
• Provide support for Mac devices, including MacBooks and iPads. Assist users with Mac-related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure.
• Troubleshoot and resolve software-related issues promptly and efficiently. Assist end-users with software installations and updates.
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio-video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences.
• Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure-related issues.
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured.
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio-video equipment during customer-facing events. Offer technical assistance to event participants as needed.
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution.
• Assist with the on-boarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles.
• Provide VIP support where required to senior members of the organisation.

Key Skills

• Microsoft Windows Operating Systems.
• Microsoft Office, 365 and other associated applications.
• Building of hardware.
• Networking skills.
• Excellent communication and customer service skills at all hierarchical levels.
• Experience of using ITSM ServiceNow or equivalent ticketing system.

Personal Specification

• 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.
• Team Player.
• 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.