Senior IT Support & Service Desk Analyst

Accenture PLC; California; On-site; USD 36,000 - 87,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) plan

Paid holidays

Paid time off

Job summary

Accenture is seeking an Analyst to provide high-value IT support at our Los Angeles office. You will resolve incidents, manage requests, and ensure knowledge of core IT products and services, helping staff work efficiently and securely.

You will collaborate with local and global teams, support events and inductions, and drive service improvements while upholding SLA commitments. The role may require after-hours work and occasional travel.

Qualifications

• Minimum 3 years of experience with Customer Technical Support.
• Minimum 3 years of experience with Customer Experience Management.
• Minimum 3 years of experience in Service Desk or Desktop Support.
• Minimum 3 years of experience with ITIL software such as ServiceNow or Remedy.

Responsibilities

• Influence the customer experience for technology interactions in the local office and manage IT incidents, problems, and service requests within SLAs.
• Provide IT support for events such as new joiner inductions and videoconference setups; assist with custom requests.
• Maintain knowledge of products and services; communicate use cases and seek improvements.
• Manage IT assets and reconciliation in asset management tools.
• Build trust-based relationships with customers and identify opportunities for service improvements.
• Collaborate across Technology Services and Geographic Services; adhere to performance processes.

Skills

Customer Support

Customer Experience

Service Desk

ITIL

ServiceNow

Remedy

Windows Support

Communication Skills

High School Diploma or GED

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Job description

Accenture is seeking an Analyst to provide high-value IT support at our Los Angeles office. You will resolve incidents, manage requests, and ensure knowledge of core IT products and services, helping staff work efficiently and securely.

You will collaborate with local and global teams, support events and inductions, and drive service improvements while upholding SLA commitments. The role may require after-hours work and occasional travel.