Tech Support Analyst - NYC (onsite)

RESPONSIBILITIES AND ACCOUNTABILITIES

Operations Influence 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 elevate to leadership. Asset Management Effectively 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 Management Build effective trust-based relationships and act as the Technology Services customer champion in all respects to deliver customer excellence. Build 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 necessary. Ensure effective local team collaboration across Technology Services and Geographic Services. Ensure adherence to Accenture performance management process. Location This role is to be performed 100% onsite at our Manhattan West, NY office. What You'll Need Minimum 1+ year experience customer support professional in a predominately Windows environment. Minimum 1+ year experience working with an enterprise ticketing system and asset tracking system. Minimum 1+ year experience working with customers face to face. Minimum 1+ years experience troubleshooting. Proficient in the use of Microsoft Office products to the following levels: Excel – Beginner Word – Beginner PowerPoint – Beginner Microsoft Outlook – Intermediate High School Diploma/GED. Bonus points You have Apple experience. Understanding of the principles of Asset Management. Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets. Benefits and Compensation Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. California $23.13 to $49.57 Cleveland $21.39 to $39.66 Colorado $23.13 to $42.84 District of Columbia $24.62 to $45.63 Illinois $21.39 to $42.84 Maine $19.66 to $36.49 Maryland $23.13 to $42.84 Massachusetts $23.13 to $45.63 Minnesota $23.13 to $42.84 New York $21.39 to $49.57 New Jersey $24.62 to $49.57 Virginia $21.39 to $45.63 Washington $24.62 to $45.63 Requesting an Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information. Please read Accenture's Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process. #J-18808-Ljbffr Accenture