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IT Support Analyst

Job Location: Newcastle

Regional Description: United Kingdom

Job Number: 00690994


- Job description

Role: IT Support Analyst

Location: Newcastle

Travel: Limited

Salary: Up to £28k depending on experience




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.


The Newcastle Local Support team functions as part of a larger UK and Ireland based Technology Services Department which in turn is part of a wider globalised support structure.  Providing workstation IT Implementation services and first, second- and third-line support (hardware and software) and New Joiner PC builds to Accenture personnel based in and around the UK



What responsibilities will you have?


Operational Local Support Activities

  • Building of laptops for New Joiners at Accenture around the UK using the Accenture Windows image process.
  • Manage distribution of IT items such as pool laptops, loan items (e.g. power packs) other consumables, on an ad hoc basis, feed into central process when stocks are low and new stocks need to be ordered.
  • Administration and monitoring of service requests submitted by email to the team.
  • Printer support and replacement of consumables.
  • Effective incident queue management with ownership of logged incidents via current call logging toolsets (Remedy/Service Now).  Prioritise ticket resolution workload on predefined Service Level Agreements with proactive and timely status updates until resolution.
  • Respond to and resolve in person first and second line IT incidents logged via direct walk up or via global IT Service Desk, providing solutions to known incidents and problems for our internal customer base, diagnosing and working to resolve undefined problems as they occur.
  • Perform PC upgrades where required using defined internal processes, including data backups and restore.
  • 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.
  • Input where required to the successful delivery of team KPIs.
  • Support internal bespoke support environments where requested.
  • Working effectively with required 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 all physical touch requirements on hardware infrastructure when requested.

  • Contribute where required to process documentation creation and updates to ensure processes remain relevant for the team.

What skills & experience are we looking for?

Professional Accreditations

·       ITIL foundation level qualification desirable

·       MCITP Windows 10 qualified desirable

·       Apple Mac ACMT Certification desirable


Technical Skills

·       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 - Basic

-      Word - Basic

-      PowerPoint - Basic

-      Microsoft Outlook - Intermediate

·       Understanding and use of ITSM Remedy, or equivalent incident management tool (SNOW).






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.


If relocation is required in applying to this position, the appointment to the role would be considered an employee driven transfer meaning that the employee will be personally responsible for covering all relocation costs and any costs associated with dependents.



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 30/06/2019

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



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