Job Description

Infrastructure Analyst

Location: Whiteley

Salary: Competitive

Career Level: Analyst

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.

“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO.

As a team:

You'll learn, grow and advance in an innovative culture that thrives on shared success, diverse ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways

If you’re looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you. As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job. 

This role is to provide first and second line support directly to the client’s end users in a professional and friendly manner; the key aim being to provide a fix to the end user issue at initial contact and failing that take ownership of the issue and work with the relevant support channels whilst maintaining regular communications with the end user until resolved.

The successful applicant will be required to respond to complex problems by proactively investigating root cause, whilst if necessary delivering workaround for business continuity and ultimately a permanent resolution.



Qualifications

We are looking for experience in the following skills:

  • Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation.

  • Experience of providing direct end user support with excellent customer service skills

  • Working on the client site in a direct client facing support role.

  • Drive to maximise issue resolution at first point of contact in the “techzone”

  • The role holder would be expected to develop a comprehensive knowledge of the client’s technology standards and procedures.

  • Working closely with the on-shore and off-shore infrastructure/service desk teams to provide second line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements. Ensure outstanding calls are regularly updated to reflect their status.

  • On-site interface for key third parties support teams for incident resolution

  • Investigate cause and taking responsibility to provide analysis of reported recurring or persistent problems. Create standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required.

  • Identify appropriate solutions to resolve service incidents and requests.

  • Assist remote support teams with incident resolution for any onsite devices.

  • Update online familiarisation, FAQ’ and “how to” guides and training material.

  • Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support technical evaluations.

  • Support maintenance, updates and enhancements to work instructions

  • Participate in an Out of Hours call out rota to provide remote support for users in multiple client locations

  • Remotely support “priority” incidents to other client locations as part of an enhanced priority support channel

About Accenture

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

What people are saying about us

"Love love love!

Current Employee - Analyst in London, England.

Pros: Fantastic culture, amazing flexibility, good rewards, varied work/projects, lots of extra-curricular activities/group.

Cons: Salaries competitive but not market leading, work life balance can be questionable at times.

More Accenture UK Ratings and Reviews

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