Tech Support Analyst

Accenture is hiring an IT Technical Support Analyst to deliver 100% onsite technology support at its IT Solutions bars in the Atlanta Piedmont Center.

Responsibilities

• Support technology interactions in the local office to help achieve business objectives; take ownership of individual customer interactions
• Manage IT incident, problem, and service requests with timely resolution and root cause analysis within SLA requirements
• Coordinate with wider teams (local and global) when needed to drive resolution
• Provide onsite IT support for events, including new joiner inductions, VIP meetings, and videoconference events
• Handle custom requests as directed
• Maintain knowledge of products and services delivered within the area of responsibility
• Understand and communicate core CIO IT products and services, including use-case context (who should use them and why)
• Proactively suggest improvements to keep services cost efficient
• Collect feedback on products and services and escalate themes to leadership
• Manage technology assets in line with asset management policies, processes, and requests
• Update and maintain the asset management tool to accurately record IT hardware movement per process
• Manage Accenture provisioned IT assets and equipment using agreed processes, policies, and security standards
• Act as the Technology Services customer champion and build trust-based relationships to support customer excellence
• Maintain two-way feedback with customers and customer groups to support service improvement opportunities
• Seek opportunities to meet or exceed service quality and consistency, escalating as necessary
• Ensure effective local collaboration across Technology Services and Geographic Services
• Follow Accenture performance management processes

Requirements

• 1+ years experience with Customer Technical Support
• 1+ years experience with Customer Experience Management
• 1+ years experience in Service Desk or Desktop Support
• At least 1 working with ITIL software such as ServiceNow or Remedy
• Familiarity with enterprise collaboration platforms: Microsoft Teams, Google Meets, Zoom, and Webex
• Hands-on support experience with Microsoft Windows 10, Windows 11, OSX, and Office 365 (0365)
• Strong communication skills for non-technical stakeholders, senior leadership, and executives
• High School Diploma/GED

Technologies

• ITIL
• ServiceNow
• Remedy
• Microsoft Teams
• Google Meets
• Zoom
• Webex
• Microsoft Windows 10
• Microsoft Windows 11
• OSX
• Office 365 (0365)

Benefits

• Medical, dental, vision, life, and long-term disability coverage
• 401(k) plan
• Bonus opportunities
• Paid holidays
• Paid time off

Location and Work Model

• Atlanta, GA (onsite)
• Full time in the office with no option to work remotely
• 100% onsite at the office in the Atlanta Piedmont Center

Compensation

• USD 21 - 49 per hour

Bonus Points

• CompTIA Certifications (TIAA listed)
• ITIL Foundations Certification
• Customer Satisfaction experience
• Quality Assurance (QA) experience