Tech Support Senior Analyst - San Francisco

Accenture•San Francisco, CA

8d•Onsite

About The Position

Accenture is looking for a motivated Analyst to provide high value services to our customers, adding value and efficiency in their use of technology. This role involves finding the right solutions and enabling high performance. Accenture has created spaces called Solution Bars where customers can find a team of IT support advisors – a one-stop shop to find answers. The team envisions, advises, fixes, trains, creates, innovates, and collaborates with hyper speed and scale.

Requirements

Minimum 3 years of experience with Customer Technical Support
Minimum 3 years of experience with Customer Experience Management.
Minimum 3 years of experience in Service Desk or Desktop Support
Minimum 3 years of experience working with ITIL software such as Service Now or Remedy
Minimum 3 years of experience hands on experience with Microsoft Windows 10, Windows 11, OSX and 0365 support
Strong communication skills to interface with non-technical stakeholders, senior leadership and executives
High School Diploma or GED

Nice To Haves

Comp TIAA Certifications
ITIL Foundations Certification
Customer Satisfaction experience
Quality Assurance (QA) experience
Technical degree or certifications

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.