Tech Support Senior Analyst - San Francisco

AnalystEven technology companies need tech support. You know, someone to keep things running smoothly - both behind-the-scenes and customer facing. This is where you come in. The backbone to our backbone. LTO is looking for a motivated Analyst to provide high value services to our customers adding value and efficiency in their use of technology. We find the right solutions and enable high performance.RESPONSIBILITIES AND ACCOUNTABILITIES:OperationsInfluence 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.Asset ManagementEffectively 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.Customer Service and Relationship ManagementBuild effective trust-based relationships and act as the Technology Services customer champion in all respects to deliver customer excellenceBuild 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 necessaryEnsure effective local team collaboration across Technology Services and Geographic ServicesEnsure adherence to Accenture performance management process.This role may require some after hours or weekend work for maintenance activities that cannot be completed during office hours. This role may require a minimum amount of local travel.This role is 100% onsite at our office in San FranciscoWhat You'll Need:Minimum 3 years of experience with Customer Technical SupportMinimum 3 years of experience with Customer Experience Management.Minimum 3 years of experience in Service Desk or Desktop SupportMinimum 3 years of experience working with ITIL software such as Service Now or RemedyMinimum 3 years of experience hands on experience with Microsoft Windows 10, Windows 11, OSX and 0365 supportStrong communication skills to interface with non-technical stakeholders, senior leadership and executivesHigh School Diploma or GEDBonus Points If:Comp TIAA CertificationsITIL Foundations CertificationCustomer Satisfaction experienceQuality Assurance (QA) experienceTechnical degree or certifications Accenture