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UK Technology Services Support Senior Analyst

Job Location: London

Regional Description: United Kingdom

Job Number: 00530247


- Job description

Role: UK Technology Services - IT Support Senior Analyst

Location: London

Travel: Occasional where required

Salary: Circa £34,500


Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value, provides an unparalleled opportunity to grow and advance.


Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world. You will be part of a team which provides business process excellence, implements leading cloud technology and builds and transforms client infrastructure services.


We are constantly seeking new ways to achieve high performance in our clients’ business operations! We provide technology-enabled business process services, to deliver business outcomes and are constantly seeking new ways to achieve high performance in our clients’ business operations.


What responsibilities will you have?


Reporting to the Support Team Lead, the Support Senior Analyst will provide day to day technical support as well as be the main technical, process and service quality escalation point for Support Analysts.  Working closely with the Support Team Lead, you will provide exceptional technical and customer service to all Accenture customers, whilst keeping focused on continuous service improvement.


As the Support Senior Analyst, you will be part of a wider team of technical support engineers, who provide 2nd / 3rd line desk side software and hardware break/fix activities to Accenture customers.  You will have a wide range of technical skills which include laptop/desktop Windows and Mac technical support, as well as knowledge/exposure to AV support and familiarity with LAN/WAN technology.


In addition to your technical skills, you will also have demonstrated the ability to proactively manage the workload of others, to ensure key tasks are completed to deadlines


Main tasks include, but are not limited to:


Operational activities


  • Ensure effective prioritisation, coordination and resolution of logged incidents within agreed SLA within an ITIL environment. Working as a team, but taking a lead to maintain effective incident queue management.
  • Technical escalation point, taking the lead in driving resolutions for IT incidents/problems - working alongside product owners to resolve more complex incidents.
  • Hold regular 1-1s with Support Analysts to ensure workload is appropriately managed across the team and completed to agreed deadlines
  • Dedicated point of contact for selected VIP customers for all technical support related queries.
  • Produce, analyse and report team activity, including incident statistics to help identify trends and service improvements actions.
  • Ensure good working knowledge of Accenture’s internal workstation environment and associated products/services available to the customer (such as laptop/desktop models, peripherals issued, software utilised, image deployment methods, security compliance requirements etc)
  • Arrange and provide, where required, IT support for special events including but not limited to new joiner inductions and executive events.
  • Work effectively with external suppliers who are used to deliver components of our service, such as data recovery and IT consumable provision.
  • Update asset management database to accurately account for movement of IT hardware in accordance with asset management processes
  • Providing assistance where required, for other asset management requirements to contribute to our overall asset management KPI’s
  • Regularly audit and verify assets in storage, assets in repair and processes used, conforming to internal policies and ISO accreditations.
  • Maintain appropriate workstation and consumable stock levels for team.
  • Manage Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service operations and business requirements.
  • Assist the Support Team Lead and deputise in their absence.

 Customer Service


  • Build good trust based relationships with key customers & customer groups when providing support needs.  Ensure that two-way feedback is developed relating to our products and services, current customer priorities, challenges and requirements.
  • Be a strong advocate for key Products and Services available (such as SharePoint, OneDrive for Business, Skype for Business etc.) to increase customer adoption.
  • Ensure a strong customer service ethos is engrained in all activities.
  • Be a key contributor and change agent towards continued process excellence initiatives within the team.
  • Ensure effective team collaboration across our support teams both locally and globally.
  • Ensure own relevant training development plan is maintained and that required training is conducted throughout the year.


Proactive Support


  • Proactive identification of issues that are seen in the environment, successfully communicating these to required audience, helping to drive resolution and raise awareness.
  • Proactively take part in new product/service pilots both globally and locally, providing effective feedback and disseminating information within the team.
  • Own and proactively maintain team process documents, ensuring they remain relevant and up to date.
  • Keep abreast of new technologies and innovations that are relevant for area of support, internally and externally to the business.
  • Demonstrates understanding and awareness of core Products and Services offered by Technology Services (such as SharePoint, OneDrive for Business, Skype for Business etc); be aware of resources to self-educate and disseminate to others.
  • Be cost aware, ensuring focus is maintained in providing the right costed solutions for our customers.
  • Proactively suggest ways to ensure services remain cost efficient
  • Be aware of our cost recovery mode and ensure its correct use when delivering services

What skills & experience are we looking for?
  • Proven experience of support within a high paced corporate Blue chip company
  • Supervisory skills to manage workload of others
  • Demonstrable experience of troubleshooting and resolving 2nd/3rd line desk side technical support issues
  • Excellent, in depth knowledge of technical support within a Windows (7 & 10) and Mac (Sierra/High Sierra) environment. MCP/MCITP/Apple certification would be a distinct advantage
  • Experience of laptop/desktop hardware repairs with thorough understanding of hardware components
  • Very good all-round knowledge of LAN/WAN technologies
  • ITIL Foundation certification desirable
  • Previous experience of working within a team providing support to a userbase of 1000+
  • Polished customer service skills with the ability to communicate effectively, both technically and non-technically, at all levels with the ability to breakdown technical terminology
  • Proficient in the use of and working knowledge/troubleshooting of the Microsoft Office suite.
  • Good understanding of deployment methods of both Windows and Apple operating systems. Previous knowledge of MDT, WDS, Apple DEP, JAMF would be a distinct advantage
  • Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets.
A flexible working attitude is required when considering global teams and critical milestones within project delivery and the need to perform certain activities outside of business hours. A level of travel and working from other customer or client locations may be required from time to time.


What’s in it for you?


All our Operations professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialisation. 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 25 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. Visit us at


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 31/03/2018

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.


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