Onsite IT Support Analyst — Customer Champion

Socket.dev; San Antonio (TX); On-site; USD 29,000 - 58,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Job summary

Accenture is hiring an IT Technical Support Analyst to deliver high-value technology support to customers in a fast-paced environment. This onsite role requires proactive incident management, service-request handling, and event support across Windows, OSX, and Office 365 platforms.

The successful candidate will engage with executives and non-technical stakeholders, maintain knowledge of Accenture products, and drive cost-efficient, high-quality service.

Qualifications

• 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 with ITIL software such as ServiceNow or Remedy.
• Minimum 1 year hands-on experience with Microsoft Windows 10, Windows 11, OSX and 0365 support.
• Strong communication skills to interface with non-technical stakeholders, senior leadership and executives.
• High School Diploma or GED.

Responsibilities

• 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 escape to leadership.

Skills

Customer Support

Customer Experience

Service Desk

ITIL Tools

Windows & Mac

Communication

High School Diploma

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Microsoft 365

Job description

Accenture is hiring an IT Technical Support Analyst to deliver high-value technology support to customers in a fast-paced environment. This onsite role requires proactive incident management, service-request handling, and event support across Windows, OSX, and Office 365 platforms.

The successful candidate will engage with executives and non-technical stakeholders, maintain knowledge of Accenture products, and drive cost-efficient, high-quality service.