Trade Floor Support Analyst- Contract Full Time

Acora Limited

Acora is the UK’s number-one managed service provider also ranked in the top five globally, it serves mid-market customers (500-5,000 users) across the world in a wide range of industries and sectors with over 300 clients by our side.

Acora has its Head Office in Burgess Hill, West Sussex as well as other locations in the UK and globally including Bletchley, London, Solihull, Bath, Cape Town and Kuala Lumpur. We have recently joined forces with Secrutiny and Computer Service Centre taking our total group staff numbers to over 500 and adding Bournemouth, Newbury and Norwich to our office locations.

The Role- Desktop Support/Trade Floor Analyst

To work within a team of four, who support over 600 end-users, providing both on-site and remote support to the client. This interfaces incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting improvements to the process and procedures used by the team.

Key Responsibilities

• Providing 1st and 2nd line support to end users
• 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 troubleshooting 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 including telephone calls, emails and self-service tickets
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team
• Following agreed processes and contributing to their continual improvement

Key Skills

• At least 5 years’ experience in providing Desktop Support within corporate environments

Technical knowledge of and previous experience of supporting:

• Windows Operating Systems
• Office 365 including Office Applications
• Remote technologies such as RSA SecureID
• Mobile Device Management
• Virtualised environments
• Market Data systems and applications

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