Tech Support Analyst - Chicago
Accenture · Chicago, United States · 1d ago
IT Technical Support Analyst:
Even technology companies need tech support. You know, someone to keep things running smoothly - both behind-the-scenes and customer facing. This is where you come in. The backbone to our backbone. LTO is looking for a motivated Analyst to provide high value services to our customers adding value and efficiency in their use of technology. We find the right solutions and enable high performance.
At Accenture we’ve created amazing spaces called Solution Bars where customers can find a team of IT support advisors - a one stop shop to find the answers you are looking for.
We envision, advise, fix, train, create, innovate, and collaborate with hyper speed and scale. The driving force behind it all? Our people.
RESPONSIBILITIES AND ACCOUNTABILITIES:
Operations
Influence the customer experience for technology interactions in the local office to ensure that technology supports business objectives. Take ownership for individual customer interactions.
Management of effective operational IT incident, problem and service requests, successfully driving resolution and root cause analysis within SLA’s, liaising with wider teams both local and global where necessary.
Provision of IT support for events such as new joiner inductions, VIP meetings and videoconference events when required.
Provision of IT support where needed for custom requests as directed.
Ensure knowledge of product and services delivered from area of responsibility.
Demonstrate an understanding of core CIO IT Products and Services. Understand and communicate product and service use cases (who should use the product and why).
Proactively suggest ways to ensure services remain cost efficient.
Gather feedback on products and services and escalate to leadership.
Asset Management
Effectively manage technology assets, ensuring compliance with asset management policies, processes and requests.
Update and maintain the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes.
Manage Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service operations and business requirements.
Customer Service and Relationship Management
Build effective trust-based relationships and act as the Technology Services customer champion in all respects to deliver customer excellence
Build good trust-based relationships with key customers & customer groups. Ensure that two-way feedback is maintained relating to our products, services, and current customer priorities. Work with these contacts to identify opportunities for service improvements.
Proactively seek opportunities to meet or exceed the quality and consistency of service delivery to meet the customer needs, escalating as necessary
Ensure effective local team collaboration across Technology Services and Geographic Services
Ensure adherence to Accenture performance management process.
This role is 100% onsite at our Chicago office
What You'll Need:
Minimum 1 year experience with Customer Technical Support
Minimum 1 year experience with Customer Experience Management.
Minimum 1 year experience in Service Desk or Desktop Support
Minimum 1 year experience working with ITIL software such as Service Now or Remedy
Minimum 1 year experience 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
Bonus Points If:
Comp TIAA Certifications
ITIL Foundations Certification
Customer Satisfaction experience
Quality Assurance (QA) experience
Technical degree or certifications
U.S. Employee Benefits | Accenture
Role Location Hourly Salary Range California $23.13 to $49.57 Colorado $23.13 to $42.84 Connecticut $23.13 to $42.84 District of Columbia $24.62 to $45.63 Illinois $21.39 to $42.84 Maine $19.66 to $36.49 Maryland $23.13 to $42.84 Massachusetts $23.13 to $45.63 Minnesota $23.13 to $42.84 New York $21.39 to $49.57 New Jersey $24.62 to $49.57 Ohio $21.39 to $39.66 Virginia $21.39 to $45.63 Washington $24.62 to $45.63About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atwww.accenture.com
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