Acora Ltd

Acora Overview 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. Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull. 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. Our Vision To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years. Our Values At Acora, we're proud to share the values we live by. They're not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers. - Be the best you can be - We do what we say - Together we win Role Details As a member of Service Operations, you will play a key role in the delivery of Incident and Service Request support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service. This position will take full ownership for the Incident and Request fulfilment processes ensuring all tickets are managed correctly according to the processes and tooling in-place and delivery a high-quality outcome on all tickets. Key Responsibilities Ticket Management - To work within the EUC team for the following; - Ensure all tickets are logged and categorized correctly and routed to the appropriate member of the team. Monitor the tickets throughout the lifecycle of the ticket ensuring accurate ticket notes and regular communication is completed. - Own the Incident and Service Request processes ensuring the tools, processes are reviewed, updated and trained out within the team. - Ensure on-going reviews of all tickets on a daily basis ensuring they are progressed, and any urgent actions are highlighted to the individuals and team. - Ensure that resolved incidents are reviewed for Quality alongside the EUC Manager according to the Ticket Quality checks. - Communicate fully and effectively with customers throughout the case lifecycle, ensuring that, at all times the customer is fully aware of the status of their case. - Maintain a level of competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate. Escalation Management - Receive escalations from the wider team where an incident or request is unable to be completed, working with team members from both EUC and Infrastructure teams ensuring the ticket is updated, escalated. managed and updated correctly from both teams. Service Management - Work closely with the Problem Manager ensuring Problems are progressed and all necessary steps are taken in identifying a workaround and permanent resolution, ensuring team members are up to date on information as required. Interface with the EUC Manager and Service Delivery Manager to identify AIS Requirements from any project activity that would change systems or processes on EUC activities or where they would adjust / impact any known troubleshooting guides or changes to the Incident and Requests processes. Key Skills At least 3 years' experience in a Service Desk environment preferably on-site in environments containing fee-earning employees such as Financial or Legal Sectors. Technical knowledge of and previous experience of supporting technologies including: * Windows 10 * Mobile Devices - iOS * Office 365 * Email & Web filtering technologies * Meraki Previous use of a Ticket Management system e.g. ServiceDesk Plus / ServiceNow Strong understanding of Incident/Request management and ticket handling utilising ITIL processes Experience of working to SLA's and KPI measures Experience of using/contributing to a Knowledge base ITIL Foundation Certificate Accreditation