Local Technical Support Analyst

1200 Accenture Inc Company; Vancouver; On-site; CAD 34,000 - 67,000; Full time

Job summary

Accenture is seeking a Canada-based Desktop Support Analyst within the Local Technology Services (LTS) team to provide workstation support to personnel in CS&S offices. The role involves assisting new joiners, utilizing tools like ServiceNow and LogMeIn Rescue, and maintaining desktop hardware across HP, Dell, and other vendors.

You will engage with customers and leadership, adhere to Accenture asset management practices, and support lifecycle activities from installation to decommissioning.

Qualifications

• 2-4 years working knowledge of Microsoft Windows desktop operating systems.
• 2-4 years working knowledge of Microsoft Office products.
• 2-4 years working knowledge of desktop and laptop hardware from multiple vendors HP, Dell, etc.
• 1-2 years of experience in a Customer Service-related role.
• Bachelor's degree or college diploma in related field.
• Microsoft Windows operating systems (preferred).
• Microsoft Active Directory (preferred).
• Asset Management techniques (preferred).
• Basic knowledge of OS deployment tools such as SCCM (preferred).

Responsibilities

• Provide workstation support services to personnel in CS&S Offices.
• Support New Joiner Orientation sessions using chat support and remote tools.
• Develop and maintain proficiency in CIO tools, including incident (ServiceNow) and asset tracking (FNMS).
• Manage lifecycle of workstation infrastructure: installs, operations, support and decommissioning of desktops, laptops and telephony.
• Minimize impact of service disruption during outages.
• Interact with customers and leadership to understand needs and maintain relationships.
• Maintain corporate workstation standards.
• Follow Accenture asset management procedures.
• Interface with vendors and internal/external groups to support workstation environment.
• Create documentation outlining workstation management processes/procedures.
• Participate in workstation-related projects/initiatives.

Skills

Customer service

Communication

Problem solving

Multitasking

Teamwork

Tech curiosity

Education

Bachelor's degree or college diploma

Tools

ServiceNow

FNMS

LogMeIn Rescue

Active Directory

SCCM

Job description

Accenture’s Infrastructure Engineering (IE) practice

Accenture’s Infrastructure Engineering (IE) practice is dedicated to strategically solving our client’s cloud services, data center, digital workplace and operating model IT transformation challenges. We create predictability for technology intensive environments by applying proven engineering concepts and practices for long-term solutions. Our team consists of visionary infrastructure transformers, with a multidisciplinary team of technologists, financial analysts, project and program managers. We foster critical thinking and innovation that drive career development. Our reward is in a culture of collaborative experts who drive our industry forward. If you are motivated by turning challenging ideas into reality, creating uncharted value for clients and bringing your best self to your work – we want to connect with you.

Work You Will Do

Customer Service professionals build on a customer-centric service strategy to deliver foundational organization, business process, and technology capabilities required to deliver an optimal customer service.

Responsibilities

The Technology Support: Local (LTS) Canada Desktop Support Analyst reports directly to the LTS Canada CS&S Lead and the Canada GU-ITI Lead and has the following

• Provide workstation support services to personnel situated in the CS&S Offices
• Assist a specific New Joiner Team in supporting large New Joiner Orientation sessions (US/Canada combined) using chat support via teams/Outlook Shared Mailbox and remote support tools (Log Me in Rescue)
• Develop and maintain proficiency in CIO standard tools, including (but not limited to) incident (Service Now) and asset tracking (FNMS) systems, and software and hardware upgrade methodologies
• Support the life cycle of the workstation infrastructure to include installations, implementations, operations and support, service and decommissioning of all specified desktop, laptop and telephony elements
• Work to minimize the impact of service disruption to customers and clients during outage situations
• Interact with customers and leadership in order to understand their needs and maintain business relationships
• Work to ensure that corporate workstation standards are maintained
• Work to ensure that standard Accenture asset management procedures are followed
• Interface with vendors and internal/external groups to support the workstation environment
• Create documentation outlining specific workstation management processes/procedures
• Participate in workstation-related projects/initiatives

Standard work hours of 08:00 to 5:00 or 9:00 – 6:00 typically apply. However, a flexible working attitude is required when considering critical milestones within project delivery. Office based. Travel to other locations is rare but may be required from time to time

Basic Qualifications

• 2-4 Years demonstrated working knowledge of Microsoft Windows desktop operating systems.
• 2- 4 Years demonstrated working knowledge of Microsoft Office products.
• 2-4 Years demonstrated working knowledge of desktop and laptop hardware from multiple vendors HP, Dell, etc.
• 1- 2 Years of experience in a Customer Service-related role
• Bachelors degree or college diploma in related field.

Preferred Qualifications

• Microsoft Windows operating systems.
• Microsoft Active Directory.
• Asset Management techniques.
• Basic knowledge of operating system software deployment tools, such as Microsoft SCCM.

Professional Skill Requirements

• Excellent customer service skills.
• Proven, excellent communications skills, both verbal and written.
• Excellent problem solving and analytical skills.
• Ability to remain calm and courteous in challenging situations.
• Willingness to work overtime and varying hours as required.
• Ability to multitask and balance workload in a fast paced contact center environment.
• Ability to prioritize tasks and complete assignments in a timely manner.
• Demonstrated ability to balance quality of work with task completion.
• Ability and desire to build additional technical skills.
• Demonstrated teamwork and collaboration in a professional setting.

Compensation

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. As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth below. The recruiting efforts for this position are intended to fill a brand new position. The base pay range shown below is intended as a guideline to reflect the majority of offers for this role. It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate. Information on benefits is here.

Role Location

Hourly Salary Range British Columbia/Ontario/New Brunswick $24.45 to $48.49

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

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