Tech Support Analyst - NYC (onsite)

Accenture•New York, NY

1d•$24 - $63•Onsite

About The Position

Accenture is hiring a Tech Support Analyst to provide high-value IT support services to customers and improve the effectiveness of their technology use. The analyst works in the local office’s Solution Bar, a team of IT support advisors, and helps ensure that technology supports business objectives. The position is performed 100% onsite at Accenture’s Manhattan West office in New York City. The role handles IT incidents, problems, and service requests, driving resolution and root-cause analysis within service-level agreements and coordinating with local and global teams as needed. It also provides support for events and custom requests, maintains knowledge of supported products and services, manages IT assets in accordance with company policies and security standards, and builds trusted customer relationships to improve service quality.

Requirements

At least 1 year of experience as a customer support professional in a predominantly Windows environment.
At least 1 year of experience using an enterprise ticketing system and an asset tracking system.
At least 1 year of face-to-face customer service experience.
At least 1 year of troubleshooting experience.
Beginner proficiency with Microsoft Excel, Word, and PowerPoint.
Intermediate proficiency with Microsoft Outlook.
High school diploma or GED.

Nice To Haves

Apple experience.
Understanding of asset management principles.
Experience with ITSM Remedy, ServiceNow, or an equivalent incident management toolset.

Responsibilities

Influence the customer experience for technology interactions in the local office and take ownership of individual customer interactions.
Manage IT incidents, problems, and service requests, driving resolution and root-cause analysis within service-level agreements and liaising with local and global teams.
Provide IT support for new-joiner inductions, VIP meetings, videoconference events, and custom requests as needed.
Maintain knowledge of products and services and explain their use cases to customers.
Proactively suggest ways to keep services cost-efficient, gather customer feedback, and escalate feedback to leadership.
Manage technology assets in compliance with asset management policies, processes, and requests.
Maintain accurate hardware movement records in the asset management tool.
Manage company-provisioned IT assets and equipment in accordance with processes, policies, security standards, service operations, and business requirements.
Build trust-based customer relationships and act as the Technology Services customer champion.
Maintain two-way feedback with key customers and identify opportunities to improve services.
Seek opportunities to meet or exceed customer service expectations and escalate issues as necessary.
Collaborate effectively with local Technology Services and Geographic Services teams.
Adhere to Accenture’s performance management process.