Tech Support Senior Analyst - Los Angeles - 6484541

Accenture•Los Angeles, CA

6d•$26 - $63•Onsite

About The Position

Accenture is seeking a Tech Support Senior Analyst to provide technology support services to customers in its Los Angeles office. The role supports customers’ effective use of technology through the Solution Bar, a team of IT support advisors, and aims to improve customer experience, service efficiency, and performance. The position is 100% onsite in Los Angeles and may involve local travel and after-hours or weekend work for maintenance that cannot be performed during office hours.

Requirements

At least 3 years of experience in customer technical support.
At least 3 years of experience in customer experience management.
At least 3 years of experience in service desk or desktop support.
At least 3 years of experience working with ITIL software such as ServiceNow or Remedy.
At least 3 years of hands-on experience supporting Microsoft Windows 10, Windows 11, OSX, and Office 365.
Strong communication skills for interfacing with non-technical stakeholders, senior leadership, and executives.
High school diploma or GED.

Nice To Haves

CompTIA certifications.
ITIL Foundations certification.
Customer satisfaction experience.
Quality assurance (QA) experience.
A technical degree or certifications.

Responsibilities

Influence the local-office technology customer experience so technology supports business objectives, taking ownership of individual customer interactions.
Manage IT incidents, problems, and service requests; drive resolution and root-cause analysis within SLAs and coordinate with local and global teams as needed.
Provide IT support for events such as new-joiner inductions, VIP meetings, and videoconferences, as well as custom requests when directed.
Maintain knowledge of the products and services within the area of responsibility, including explaining CIO product and service use cases.
Proactively identify ways to keep services cost-efficient, gather customer feedback, and escalate feedback to leadership.
Manage technology assets in compliance with asset-management policies, processes, requests, and security standards.
Maintain accurate records of IT hardware movement in the asset-management tool.
Build trust-based relationships with customers and customer groups, maintain two-way feedback, and identify opportunities to improve services.
Seek opportunities to meet or exceed customer service quality and consistency, escalating issues as necessary.
Collaborate effectively with local Technology Services and Geographic Services teams.
Adhere to Accenture’s performance-management process.