Onsite IT Support Specialist: Fast, Customer-Focused

1000 Accenture LLP Company; Chicago (IL); On-site; USD 44,000 - 89,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture IT Technical Support Analyst role as described is a hands-on, on-site position based in Chicago. You will support colleagues and events, manage incidents, and act as a technology services advocate to ensure optimal service delivery.

The ideal candidate has at least one year of customer tech support, experience with ITIL tools like ServiceNow or Remedy, and strong communication with non-technical stakeholders.

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.

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 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. This role is 100% onsite at our Chicago office

Skills

Customer Support

Customer Experience

Service Desk

ITIL

Windows Support

Communication Skills

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Job description

Accenture IT Technical Support Analyst role as described is a hands-on, on-site position based in Chicago. You will support colleagues and events, manage incidents, and act as a technology services advocate to ensure optimal service delivery.

The ideal candidate has at least one year of customer tech support, experience with ITIL tools like ServiceNow or Remedy, and strong communication with non-technical stakeholders.