Tech Support Analyst - NYC (onsite)

We Are:

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology, and Operations services, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 721,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

You Are:

A IT Technical Support Senior 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 to be performed 100% onsite at our Manhattan West, NY office.