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Office Operations and Technology Coordinator

Job Location: Midlothian - Edinburgh

Regional Description: United Kingdom

Job Number: 00518854


- Job description

Role: Office Operation and Technology Senior Analyst
Location: Edinburgh
Salary - £28,000 - £32,000 depending on experience 

Join Corporate Functions and you will become part of a diverse team which offers the essential expertise that enables all of our employees to deliver high performance to our clients. Our Corporate Functions professionals work in areas such as Human Resources, Finance, Legal, Marketing and Communications, CIO, Information Security, and Geographic Services.
Whether you work directly with clients or manage important internal initiatives and efforts, you’ll find amazing opportunities to make a measurable difference.

The Workplace and Technology teams at Accenture provide office operations and technology support to over 13,000 Accenture employees across the UK.  We are looking for an Office Operations & Technology Support Coordinator to provide on-site, client focused support in the soon to be opened new Edinburgh office for Office, circa 165 customers
IT support responsibilities cover predominantly second line PC support (hardware and software) coupled with a proactive advisor role to support, educate and advocate other relevant IT services and products to the Edinburgh customer base,  fully supported by a wider country and global IT support delivery network.

The role

Accenture is a global organisation with a strong focus on teamwork and delivery excellence. The nature and culture of the organisation requires every individual to be passionate about outstanding client service delivery, first class internal customer service, flawless teamwork and individual performance excellence.  

The Office Operations & Technology Senior Coordinator needs to demonstrate these qualities personally and to inspire them in their teams.  This new role offers the candidate to operate independently on a day to day basis with the knowledge and comfort that they are part of a larger organisation to provide support as needed.  Agility and flexibility will be required in this role as it balances the day to day management of the office alongside technology support which can vary depending on demand.  Accenture is a fast paced organisation and the successful candidate will have to manage their role in order to balance and prioritise to meet the customers’ needs.

Key responsibilities 
Delivering Customer Service Excellence
  • Build effective relationships with key clients in Edinburgh, actively seeking out and responding to customer feedback.
  • Represent Workplace Office Operations and Technology to all Customers in Edinburgh continually looking for service improvement and value-add delivery.
 Operational Local IT Support Activities  
  • Ownership, prioritisation and resolution of predominantly second line IT service and support incidents for our predominately Windows 10 and laptop local estate, working within defined SLAs and process.
  • Acting as the main on-site customer point of contact and trusted advisor and adoption champion for our wider IT product and service catalogue.
  • Effective where required of incidents and problems, working jointly with various  teams within the wider IT organisation for successful resolution.
  • IT support of events such as new joiner inductions, VIP Meetings, Video Conferencing events and remote hands support of wider hardware infrastructure as and when required.
  • Security / stock check controls and asset / compliance management.
  • PC upgrades and imaging of workstations (both laptops and desktops) where required using defined internal processes.


 Security & IT Asset Management
  • Ensure security access processes are managed efficiently for the local customer group to comply with Accenture security standards & accreditations (where applicable).
  • Ensure PC security  is championed within the local customer base and that the wider security KPI’s surrounding the PC estate are met, involving remediating patching and other non-compliance technical issues.
  • Proactively assist with various local IT asset management duties ensuring accurate accounting and control for physical IT assets within the environment.
Supplier Management
  • Liaise with 3rd party suppliers & contractors to ensure provision of effective services, including security, catering, cleaning, M&E, and other support services.
  • Oversee on-site supplier teams responsibilities to ensure first class service delivery.
  • Build effective working relationships with relevant local Security and Landlord Teams.
 Health, Safety and Risk Management
  • Act as Health & Safety Coordinator with responsibility for health and safety within the Edinburgh office.
  • Manage fire warden and first aider provision across the Edinburgh office.
  • Liaise with Risk Management team to ensure completion of required Health and Safety audits, processes and documentation.
  • Represent Accenture at internal and external audits.
What skills & experience are we looking for?
Must Have
  • Strong Customer Service Experience
  • Adaptable, proactive and able to work autonomously
  • Excellent oral and written communication skills
  • Minimum 24 months of experience supporting IT operations at an enterprise level within a 2nd line support environment.  Support experience with:
    • Microsoft Windows Operating System environment, predominately Windows 10.
    • Support of printing issues
    • Laptop, desktop hardware fundamentals
  • Proficient in the use / support of Microsoft Office 365 tools and productivity services to the following levels: 
    • Excel (Intermediate) 
    • Word (Intermediate) 
    • PowerPoint (Intermediate) 
    • Microsoft Outlook (Intermediate)
  • Understanding and experience of using ITSM incident logging tools such as service now
Nice to Have
  • Office Management
  • Health and Safety
  • Basic project management skills
  • Apple Mac desktop support experience
  • Some 3rd line IT support experience
  • Basic experience in supporting mobile phone environment
  • Basic understanding of LAN / WAN networking principals and technologies 
  • Use and interest in using enterprise social media tools.
Professional Accreditations (desirable):
  • ITIL foundation level
  • MCITP Windows 10
What’s in it for you?
All of our Corporate Functions professionals receive comprehensive training covering business acumen, technical and professional skills development. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
On top of this, we have an extensive benefits package which includes 30 days vacation per year, gym subsidies, private medical insurance and 3 extra days leave per year for charitable work of your choice!
What are the next steps?
If this sounds like the ideal role, career and company for you, click below to apply.
About Accenture
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Accenture drives innovation to improve the way the world works and lives.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.
Closing Date for Applications 20/11/2017
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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