Description
About Acora
We are a UK based, award winning, IT services and technology company with over 25 years' experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT, so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support.Our Vision is to provide the mid-market with an outstanding customer experience through innovation and great people, becoming the leading provider of IT services within 4 years.
Acora has its Head Office in Burgess Hill, West Sussex as well as locations in London, Bletchley and Solihull. We are operating as normal remotely currently and offer flexibility in our approach. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus.
Key tasks:
- Being the first point of contact for users with IT incidents/requests.
- This could be via telephone call, e-mail/self-service or face to face interaction.
- Managing ticket queue within a Servicedesk portal, accurately recording information, correctly managing and updating the ticket throughout the ticket life cycle.
- Working to KPI's such as resolution at first contact, speed of answer, abandonment rate, ticket closures and customer satisfaction amongst others.
- Providing an excellent customer service to the end users.
- Troubleshooting and performing root cause analysis in an efficient manner to get the users issues resolved timely but to also eliminate the issues repeating.
- Complete IT Requests such as software installs, hardware upgrades, new starter processes amongst others.
- Working with other teams to resolve issues in-line with the businesses processes and procedures.
ESSENTIAL
- Demonstrable customer services skills and experience in IT.
- Demonstrable communication and rapport building skills.
- Demonstrable understanding of the core technologies and applications used in the corporate world, including Windows OS, Microsoft Suite, MacOS amongst others.
- A keen attitude and a desire to advance and develop.
Privacy Policy
In general, you can visit Acora online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request.
Acora is fully compliant with the General Data Protection Regulation 2016.
For more information about working at Acora, see the website.