Tech Support Analyst - NYC (onsite)

Accenture•New York, NY

2d•$21 - $50•Onsite

About The Position

Accenture is seeking an IT Technical Support Senior Analyst to provide high-value services to customers, enhancing their use of technology and enabling high performance. This role involves working in Solution Bars, which are customer-facing IT support centers where a team of advisors provide answers, envision solutions, advise, fix issues, train, create, innovate, and collaborate. The position is driven by the people who work there and focuses on influencing the customer experience for technology interactions in the local office to ensure technology supports business objectives.

Requirements

Minimum 1+ year experience customer support professional in a predominately Windows environment
Minimum 1+ year experience working with an enterprise ticketing system and asset tracking system
Minimum 1+ year experience working with customers face to face
Minimum 1+ years experience troubleshooting
Proficient in the use of Microsoft Office products to the following levels: Excel – Beginner, Word - Beginner, PowerPoint - Beginner, Microsoft Outlook - Intermediate
High School Diploma/GED

Nice To Haves

Apple experience
Understanding of the principles of Asset Management
Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets.

Responsibilities

Influence the customer experience for technology interactions in the local office to ensure that technology supports business objectives.
Take ownership for individual customer interactions.
Management of effective operational IT incident, problem and service requests, successfully driving resolution and root cause analysis within SLA’s, liaising with wider teams both local and global where necessary.
Provision of IT support for events such as new joiner inductions, VIP meetings and videoconference events when required.
Provision of IT support where needed for custom requests as directed.
Ensure knowledge of product and services delivered from area of responsibility.
Demonstrate an understanding of core CIO IT Products and Services.
Understand and communicate product and service use cases (who should use the product and why).
Proactively suggest ways to ensure services remain cost efficient.
Gather feedback on products and services and escalate to leadership.
Effectively manage technology assets, ensuring compliance with asset management policies, processes and requests.
Update and maintain the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes.
Manage Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service operations and business requirements.
Build effective trust-based relationships and act as the Technology Services customer champion in all respects to deliver customer excellence.
Build good trust-based relationships with key customers & customer groups.
Ensure that two-way feedback is maintained relating to our products, services, and current customer priorities.
Work with these contacts to identify opportunities for service improvements.
Proactively seek opportunities to meet or exceed the quality and consistency of service delivery to meet the customer needs, escalating as necessary.
Ensure effective local team collaboration across Technology Services and Geographic Services.
Ensure adherence to Accenture performance management process.