Tech Support Analyst - Atlanta

Accenture•Atlanta, GA

7d•Onsite

About The Position

Accenture is seeking an IT Technical Support Analyst to provide high-value services to customers, enhancing their use of technology and ensuring smooth operations. This role involves supporting both behind-the-scenes IT functions and customer-facing interactions within Accenture's Solution Bars, which are designed as one-stop shops for IT support. The analyst will be responsible for envisioning, advising, fixing, training, creating, and innovating with technology to support business objectives.

Requirements

Minimum 1 year of experience with Customer Technical Support
Minimum 1 year of experience with Customer Experience Management
Minimum of 1 year of experience in Service Desk or Desktop Support
Minimum of 1 year working with ITIL software such as Service Now or Remedy
Familiarity with enterprise collaboration platforms such as Microsoft Teams, Google Meets, Zoom and Webex
Hands-on Microsoft Windows 10, Windows 11, OSX and O365 support experience
Strong communication skills to interface with non-technical stakeholders, senior leadership and executives
High School Diploma/GED

Nice To Haves

Comp TIAA Certifications
ITIL Foundations Certification
Customer Satisfaction experience
Quality Assurance (QA) experience

Responsibilities

Influence the customer experience for technology interactions in the local office to ensure technology supports business objectives.
Take ownership for individual customer interactions.
Manage effective operational IT incident, problem, and service requests, driving resolution and root cause analysis within SLAs.
Liaise with wider teams, both local and global, as necessary.
Provide IT support for events such as new joiner inductions, VIP meetings, and videoconference events.
Provide IT support for custom requests as directed.
Ensure knowledge of products and services delivered from the area of responsibility.
Demonstrate an understanding of core CIO IT Products and Services.
Understand and communicate product and service use cases.
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 IT hardware movement.
Manage Accenture-provisioned IT assets and equipment according to processes, policies, and security standards.
Build effective trust-based relationships and act as the Technology Services customer champion.
Build good trust-based relationships with key customers and customer groups.
Ensure two-way feedback is maintained regarding products, services, and customer priorities.
Work with contacts to identify opportunities for service improvements.
Proactively seek opportunities to meet or exceed the quality and consistency of service delivery.
Escalate issues as necessary.
Ensure effective local team collaboration across Technology Services and Geographic Services.
Ensure adherence to Accenture performance management processes.