Service Desk Analyst 6598996

Accenture PLC; Chicago (IL); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

401(k) plan

Paid time off

Job summary

Accenture Flex, a leading global professional services company, seeks a Service Desk professional to provide first-line IT support for Windows, Office 365, VPN, and device issues. You will work onsite in the Chicago area, with 1-2 days per week on-site in Evanston, IL, and shifts between 7 am and 7 pm CST.

This role emphasizes customer service, ticket logging in ServiceNow, incident handling, password resets, MFA, Intune, and collaboration with Level 2 when needed.

Qualifications

• Minimum 1 year in a service desk or similar environment.
• Experience with Windows and Microsoft 365 apps.
• Experience with Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
• Experience using ServiceNow or a similar ITSM platform.
• High School Diploma or GED.

Responsibilities

• Receive and triage incidents via phone, email, or portal.
• Log, categorize, prioritize, and close requests in ITSM.
• Provide first-contact troubleshooting for devices and networks.
• Support Microsoft 365 apps and related services.
• Perform password resets, MFA, and account unlocks.
• Assist with Intune, Windows Autopilot, and JAMF procedures.
• Escalate complex issues to Level 2 as needed.
• Maintain ticket ownership and communicate status.
• Participate in on-site readiness and 24x7 shift coverage as assigned.

Skills

Service Desk experience

Windows OS

Microsoft 365

Outlook

VPN

Network connectivity

MFA

Intune

Active Directory

ServiceNow

Customer service

Education

High School Diploma or GED

Tools

ServiceNow

Job description

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges.

You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.

Key Responsibilities:

• Receive contacts by phone, email, portal, and approved support channels; verify user details and establish the nature, urgency, and business impact of the issue.
• Log, categorize, prioritize, update, and close incidents and service requests accurately in the designated ITSM platform.
• Provide first-contact troubleshooting for laptops, desktops, mobile devices, printers, peripherals, operating systems, Microsoft Office applications, VPN, remote access, and basic network connectivity.
• Support common Microsoft 365 issues involving Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications using approved procedures.
• Perform authorized password resets, account unlocks, multifactor authentication assistance, basic group membership updates, mailbox access requests, distribution list changes, and license requests.
• Support device enrollment, standard software installation, basic compliance checks, Windows Autopilot activities, and common Microsoft Intune or JAMF issues within documented procedures.
• Provide BitLocker recovery assistance and execute other approved endpoint and access requests within assigned permissions.
• Use knowledge articles, scripts, standard operating procedures, and remote-support tools to maximize first-contact resolution.
• Communicate clearly with users, set expectations, provide status updates, and confirm restoration or request completion before closure.
• Escalate unresolved, complex, high-impact, security-related, or out-of-scope issues to Level 2 or the appropriate resolver group with complete diagnostic details.
• Maintain ticket ownership through handoff and follow up as required to support a positive user experience.
• Identify knowledge gaps, recurring issues, and potential service improvements; submit updates for review.
• Monitor assigned queues, aging, backlog, service-level targets, first-contact resolution, reopened tickets, and customer satisfaction.
• Follow client security, privacy, access, incident, request, knowledge, and acceptable-use policies.
• Participate in knowledge transfer, shadowing, reverse shadowing, readiness validation, and 24x7x365 shift coverage as assigned.

This role requires 1-2 days a week on-site in Evanston, IL and shift work as assigned between the hour of 7 am - 7 pm CST.

Basic Qualifications:

• A minimum of 1 year of experience in a Service Desk, help desk, desktop support, technical support, customer support, or managed services environment.
• A minimum of 1 year of experience with Microsoft Windows, Microsoft 365 applications, endpoint devices, printers, peripherals, VPN, remote access, and basic network connectivity.
• A minimum of 1 year of experience supporting Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft Entra ID, Microsoft Intune, Active Directory, and multifactor authentication.
• A minimum of 1 year of experience using ServiceNow or a comparable ITSM platform to log, categorize, prioritize, update, and close incidents and service requests.
• High School Diploma or GED

Preferred Qualifications:

• Ability to follow knowledge articles, scripts, standard operating procedures, security controls, and escalation processes accurately.
• Strong customer-service, communication, active-listening, troubleshooting, documentation, time-management, and organizational skills.
• Ability to manage multiple tickets, meet service-level targets, maintain attention to detail, and work effectively in a 24x7 support environment.
• Ability to recognize security concerns, protect confidential information, and elevate suspected incidents in accordance with approved procedures.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We anticipate this job posting will be posted until 12/05/2026.

Accenture Flex offers a market competitive suite of benefits including medical, dental, vision, and long-term disability coverage, a 401(k) plan, and paid time off. See more information on our benefits here:

Role Location Hourly Salary Range

California $35 to $40

Colorado $35 to $40

Connecticut $35 to $40

District of Columbia $35 to $40

Illinois $35 to $40

Maine $35 to $40

Maryland $35 to $40

Massachusetts $35 to $40

Minnesota $35 to $40

New York $35 to $40

New Jersey $35 to $40

Ohio $35 to $40

Virginia $35 to $40

Washington $35 to $40

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

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