Senior IT Support & Service Desk Analyst – Onsite SF

Accenture; San Francisco (CA); On-site; USD 36,000 - 87,000; Full time

Job summary

Accenture is seeking an Analyst for onsite IT support in San Francisco to enhance customer experiences and ensure smooth technology operations. You will handle incidents, service requests, and events, collaborating with global teams to resolve issues within SLAs.

Qualifications include 3+ years in customer tech support, service desk or desktop support, and experience with ITIL tools like ServiceNow or Remedy, plus Windows 10/11 and Office 365 knowledge.

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 working with ITIL software such as Service Now or Remedy.
• Minimum 3 years 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.
• Management of effective IT incident, problem and service requests, driving resolution within SLA, liaising with local and global teams.
• Provide IT support for events such as new joiner inductions, VIP meetings and videoconference events.
• Provide IT support for custom requests as directed and ensure knowledge of products and services.
• Proactively suggest cost-efficient service improvements and gather feedback for leadership.

Skills

Customer Support

Customer Experience Mgmt

Service Desk

Communication Skills

Team Collaboration

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Windows 10/11

Microsoft 365 (Office 365)

Job description

Accenture is seeking an Analyst for onsite IT support in San Francisco to enhance customer experiences and ensure smooth technology operations. You will handle incidents, service requests, and events, collaborating with global teams to resolve issues within SLAs.

Qualifications include 3+ years in customer tech support, service desk or desktop support, and experience with ITIL tools like ServiceNow or Remedy, plus Windows 10/11 and Office 365 knowledge.