Senior IT Support & Service Desk Lead – Onsite LA

Accenture PLC; Los Angeles (CA); On-site; USD 36,000 - 87,000; Full time

Job summary

Accenture plc in Los Angeles is seeking an Analyst to provide high-value IT support, balancing customer care with technical operations. You will handle incidents, support events, and ensure service quality across local and global teams, with focus on cost efficiency and knowledge sharing.

The role emphasizes strong communication with non-technical stakeholders and senior leadership, requiring 3+ years in support, ITIL tools, and Windows/macOS/365 expertise.

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.
• Hands-on experience with Microsoft Windows 10/11, OSX and Office 365 support.

Responsibilities

• Influence the customer experience for technology interactions and own customer interactions.
• Manage IT incidents, problems and service requests within SLAs with global coordination.
• Provide IT support for events and custom requests as needed.
• Maintain knowledge of products and services and communicate use cases.
• Help ensure cost-efficient services and gather feedback for leadership.
• Build trust-based relationships with customers and drive service improvements.

Skills

Customer Support

Experience with ITIL tools

Service Desk/Desktop Support

Windows/macOS/Office 365 support

Stakeholder communication

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Job description

Accenture plc in Los Angeles is seeking an Analyst to provide high-value IT support, balancing customer care with technical operations. You will handle incidents, support events, and ensure service quality across local and global teams, with focus on cost efficiency and knowledge sharing.

The role emphasizes strong communication with non-technical stakeholders and senior leadership, requiring 3+ years in support, ITIL tools, and Windows/macOS/365 expertise.