Tech Support Analyst

Accenture is hiring a Tech Support Analyst to deliver onsite IT support for technology interactions in a Chicago office. In this role, you will help keep local business operations moving by resolving incidents, problems, and service requests within SLA targets, while also conducting root cause analysis and coordinating with local and global teams when needed.

What you’ll do

• Support customer experience for technology interactions in the local office by taking ownership of individual customer needs.
• Manage IT incident, problem, and service request operations, driving timely resolution and performing root cause analysis within defined SLA requirements.
• Coordinate with wider teams, both local and global, to complete service delivery and resolve complex requests.
• Provide IT support for events such as new joiner inductions, VIP meetings, and videoconference events when required.
• Handle custom IT requests as directed.
• Maintain knowledge of the products and services delivered within your area of responsibility.
• Demonstrate understanding of core CIO IT products and services, including communicating product and service use cases such as who should use each offering and why.
• Proactively recommend ways to keep services cost efficient.
• Collect feedback on products and services and escalate insights to leadership.
• Manage technology assets in line with asset management policies, processes, and related requests.
• Update and maintain the asset management tool to accurately record movement of IT hardware according to established processes.
• Manage Accenture-provisioned IT assets and equipment using agreed processes, policies, and security standards based on internal service operations and business requirements.
• Serve as a Technology Services customer champion by building trust-based relationships with customers and customer groups.
• Maintain two-way feedback with stakeholders regarding products, services, and current customer priorities, identifying opportunities for service improvements.
• Seek opportunities to meet or exceed service quality and consistency, escalating when necessary.
• Support effective collaboration between Technology Services and Geographic Services teams.
• Follow Accenture performance management processes.

Required experience

• Minimum 1 year experience with Customer Technical Support
• Minimum 1 year experience with Customer Experience Management
• Minimum 1 year experience in Service Desk or Desktop Support
• Minimum 1 year experience working with ITIL software such as Service Now or Remedy
• Minimum 1 year hands-on experience supporting Microsoft Windows 10, Windows 11, OSX, and 0365
• Strong communication skills to work with non-technical stakeholders, senior leadership, and executives
• High School Diploma or GED

Technologies

• ITIL
• Service Now
• Remedy
• Microsoft Windows 10
• Microsoft Windows 11
• OSX
• 0365

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Life coverage
• Long-term disability coverage
• 401(k) plan
• Bonus opportunities
• Paid holidays
• Paid time off

Location: Chicago, IL (onsite). Pay: USD 21 - 49 per hour. Education: High School Diploma or GED.

Bonus points if: Comp TIAA Certifications, ITIL Foundations Certification, Customer Satisfaction experience, Quality Assurance (QA) experience, Technical degree or certifications.