Tech Support Senior Analyst - Los Angeles - 6484541

Accenture•Los Angeles, CA

4d•Onsite

About The Position

Accenture is seeking a Tech Support Senior Analyst to provide high-value technology support services to customers in its Los Angeles office. The role supports customers through a local Solution Bar, helping them use technology effectively and keeping services running smoothly. It involves operational IT support, incident and service-request resolution, technology asset management, and customer relationship management. The position is 100% onsite in Los Angeles and may involve some local travel and occasional after-hours or weekend work for maintenance that cannot be completed 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 O365.
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.
Technical degree or certifications.

Responsibilities

Influence the customer experience for technology interactions in the local office and ensure technology supports business objectives.
Take ownership of individual customer interactions.
Manage IT incidents, problems, and service requests; drive resolution and root-cause analysis within SLAs, coordinating with local and global teams as needed.
Provide IT support for events such as new-joiner inductions, VIP meetings, and videoconferences, as required.
Provide IT support for custom requests as directed.
Maintain knowledge of the products and services in the area of responsibility and understand core CIO IT products and services.
Explain product and service use cases, including who should use them and why.
Suggest ways to keep services cost-efficient, gather feedback, and escalate feedback to leadership.
Manage technology assets in accordance with asset-management policies, processes, and requests.
Maintain accurate records of IT hardware movement in the asset-management tool.
Manage Accenture-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 a Technology Services customer champion.
Maintain two-way feedback with key customers about products, services, and customer priorities, and identify service-improvement opportunities.
Seek opportunities to meet or exceed service-quality and consistency expectations, escalating issues as necessary.
Collaborate effectively with local Technology Services and Geographic Services teams.
Adhere to Accenture's performance-management process.