Acora - IT, Cyber & AI

About the Company

We are proud to announce the acquisition of Elastacloud – a trailblazer in data science and AI.

Together we’re on a mission to transform the standards of service and innovation in the tech sector.

This acquisition amplifies the impact of our work, offering unparalleled “full stack” solutions to a broader audience. No other business globally combines the depth of experience and expertise we offer, across Data & AI, Intelligent Applications, Cloud, Cyber Security, and IT service.

Elastacloud have built a standout AI reputation with the world’s largest companies. Their partnership with Microsoft spans more than 12 years as specialist data and AI experts. They founded the largest European Azure users' group and have over 100 certified data, AI and cloud engineers, with many former and current Microsoft MVPs.

With our Acora Experience Led Approach™, we unleash the potential of people. We deliver outstanding IT experiences, striking the right balance between frictionless user experience and best-in-class security. Recognised as the No.1 MSP in Europe by CRN, we combine Managed Services, Consulting and Professional Services to accelerate customers’ time to value.

In a rapidly changing business environment, we continually invest in the right people, processes, and platforms to helping organisations drive growth and create better outcomes for their customers now and for the future.

Listed Jobs

Company Name

Acora - IT, Cyber & AI

Job Title

Service Desk Analyst

Job Description

Job Title: Service Desk Analyst **Role Summary** Provide first‑line technical support for a wide range of technologies, handling incidents and service requests via phone, remote assistance, and on‑site visits. Deliver timely, accurate service within agreed SLAs while upholding ITIL best practices and contributing to continual process improvement. **Expectations** - Resolve incidents and service requests within SLA thresholds. - Maintain detailed, accurate case records and Knowledge Base articles. - Meet individual KPIs and support team performance targets. - Demonstrate professional, customer‑focused communication at all times. **Key Responsibilities** - Diagnose and remediate end‑user issues across PCs, laptops, network devices, and software. - Create, update, and delete Active Directory objects; administer phone system configurations. - Execute software updates, installations, and hardware diagnostics on user workstations. - Log, track, and close tickets in the IT helpdesk system; ensure accurate documentation. - Conduct proactive monitoring, escalation to senior staff or external vendors when required. - Follow up on cases to achieve customer satisfaction and KPI compliance. - Contribute to process improvement initiatives aligned with ISO standards. - Develop and maintain Knowledge Base entries for team and organisational use. **Required Skills** - Proven customer‑service experience in a technical support environment. - Strong verbal communication; ability to explain technical issues to non‑technical users. - Excellent organization, time‑management, and multi‑tasking abilities. - Proactive problem‑solving mindset with analytical data gathering. - Self‑motivation, deadline focus, and resilience under pressure. - Familiarity with ITIL concepts and best practices. **Required Education & Certifications** - Minimum of A‑level or equivalent. - Relevant IT certifications preferred (e.g., CompTIA A+, Network+, ITIL Foundation). ---

London, United kingdom

On site

27-01-2026