Senior IT Support & Service Desk Specialist (SF)

1000 Accenture LLP Company; San Francisco (CA); On-site; USD 55,000 - 131,000; Full time

Job summary

Accenture is seeking an Analyst to provide high-value technology support in our San Francisco office. The role focuses on delivering excellent customer IT support, incident resolution, and service management in a fast-paced environment.

You will work with ITIL-based processes, support Windows, macOS, and Office 365, and engage with stakeholders to improve service quality. This is an onsite, in-person position requiring strong communication and problem-solving skills.

Qualifications

• Minimum 3 years of experience in Customer Technical Support.
• Minimum 3 years of experience in 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 support for Windows 10/11, macOS and Office 365.

Responsibilities

• Influence the customer experience for technology interactions in the local office to align with business objectives.
• Take ownership for individual customer interactions and drive timely resolutions.
• Manage IT incident, problem and service requests within SLA, coordinating with local and global teams.
• Provide IT support for events such as inductions and videoconference meetings.
• Maintain knowledge of products and services and communicate use cases to customers.

Skills

Customer Technical Support

Customer Experience Management

Service Desk/Desktop Support

Communication with stakeholders

Windows/macOS support

Education

High School Diploma or GED

ITIL Foundations Certification

Technical degree or certifications

Tools

ServiceNow

Remedy

Microsoft Windows 10/11

macOS

Office 365 support

Job description

Accenture is seeking an Analyst to provide high-value technology support in our San Francisco office. The role focuses on delivering excellent customer IT support, incident resolution, and service management in a fast-paced environment.

You will work with ITIL-based processes, support Windows, macOS, and Office 365, and engage with stakeholders to improve service quality. This is an onsite, in-person position requiring strong communication and problem-solving skills.