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2nd Line Desktop Support - Senior Analyst

Job Location: Newcastle

Regional Description: United Kingdom

Job Number: 00690979


- Job description

Role: 2nd Line Support - Senior Analyst
Location: Newcastle
Salary: Up to £35,000 plus excellent benefits
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?
The Senior Local Support Analyst will be the main subject matter expert (SME) technical reference point for colleagues. They will work closely with the LTS (North) Lead ensuring that quality issues are flagged and investigated as well as performing incident and problem management of recurring incidents. The role will link in with various other teams within the UKI LTS organisation.
Operational Local Support Activities
  • Effective prioritisation, coordination, ownership and resolution of logged incidents via call logging toolsets within agreed SLAs.
  • Act as a key technical escalation point, providing guidance and support, take a lead in driving resolutions for IT problems, linking in with relevant teams where required.
  • Production and analysis of site incident reporting on a monthly basis to identify problems or service improvements.
  • Perform PC upgrades where required using defined internal processes.
  • IT support for events such as new joiner inductions, VIP meetings and VC events when required.
  • Ensure good knowledge of all PC hardware models in the environment, including specifications and internal customer PC model eligibility criteria.
  • Dedicated point of contact for selected premium support customers.
  • Support internal bespoke support environments where requested.
  • Working effectively with external suppliers who are used to deliver components of our service, such as data recovery and IT consumable provision.
  • Assist wider Technology Support team as point of contact for onsite remote hands for hardware infrastructure when requested.
Customer Service
  • Key owner of operational day to day escalations and issues, successfully driving resolution and root cause analysis whilst communicating appropriately.
  • Build good trust based relationships with key customers & customer groups when providing support needs.  Ensure that two-way feedback is maintained relating to our services, products and current customer priorities, challenges and requirements.
  • Ensure that a strong customer service ethos is provided as part of support provision requirements.
People Development and Relationship Management
  • Effective team collaboration across teams both locally and globally through meetings, use of collaboration tools and shared repositories for sharing best practices and successful service delivery.
  • Identify knowledge gaps within the team and work to bridge those gaps.
  • Ensure adherence to Accenture performance management process
  • Ensure training development plan for yourself and direct reports  are maintained and that relevant required training is conducted throughout the year.
Proactive Support and Value Add
  • Be a key contributor and change agent towards continued process excellence initiatives within the team.
  • Regularly review sample of closed incidents, using findings to enhance service provision.
  • Proactive identification of workstation issues that are seen in the environment, successfully communicating these to required audience, helping to drive resolution and raise awareness.
  • Maintain understanding of and champion IT Services, functions and costs relating to the workstation environment.  Be able to apply this information at point of customer interaction
  • Proactively take part in new product and service pilots both globally and locally, provide effective feedback, disseminate information within the team.
  • Document processes and make suggestions, where appropriate, to improve them, ensuring they are relevant and up to date for the tasks associated to the role.
  • Keep abreast of new technologies and innovations in the PC environment, internally and externally to the business.
  • Onsite responsibility around regular security checks and audits for compliance.
  • 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
Asset Management
  • Update the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes.
  • Provide regular assistance where required to our enablement team for other asset management requirements in order to contribute to our overall asset management KPI’s.
  • Conduct regular on-site PC and consumable stock check for the team, work with UK Enablement team to replenish where required.
  • Responsibility in maintaining PC storage processes that conforms to security policy, assisting with annual external audits linked to ISO accreditations

What skills & experiences are we looking for :

We are looking for someone with experience of delivering 2nd / 3rd level Windows 7/10, Apple MAC desktop support service in a customer service / business environment

  • Thorough comprehensive working knowledge of Microsoft Windows operating systems (7 & 10) environment (Windows architecture to registry level)
  • Knowledge and experience of laptop, desktop and printer hardware fundamentals.
  • Working knowledge troubleshooting of Microsoft Office products
  • Technical troubleshooting skills
  • Deployment and troubleshooting knowledge of Apple operating systems
  • Basic understanding of LAN/WAN networking principles and technologies
  • Be proficient in the use of Microsoft Office products to the following levels:
    •       Excel – Intermediate
    •       Word - Intermediate
    •       PowerPoint - Intermediate
    •       Microsoft Outlook - Intermediate
  • Understanding and use of ITSM Remedy, or equivalent incident management tool (SNOW).
What’s in it for you?
All of 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 28/03/2019
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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