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Desktop Support Associate

Job Location: Singapore

Regional Description: Singapore

Job Number: 00433788


- Job description

Join Accenture and help transform leading organizations 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.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
Tier 2 - Local Support Services
  • Responsible for activities associated with identification, prioritization, resolution/fulfilment of customer problems/requests.
  • Ensures all phases of help desk support services are properly coordinated, monitored, logged, tracked and resolved appropriately.
  • Ensures problems are controlled through problem recognition, research, isolation, resolution and follow-up steps.
  • Coordinates, diagnoses, and troubleshoots incoming customer inquiries.
  • Provides support services to customers with questions/problems regarding technology infrastructure systems or applications.
  • Responsible for timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
  • Provides case status updates.
  • Documents and implements standard operating procedures.
  • May assist with asset procurement needs as appropriate.
  • Responds to and completes customer requests for services (e.g. Event AV equipment setups, conference/collaborative facility setup, Video Conferencing setup).
Local Technology Coordination
  • Responsible for acquisition, installation, maintenance and use of technology (PCs, printers, servers, etc.) in a single location.
  • Interfaces with customers to provide technical support and to consult on basic technical issues related to client projects.
  • Provides interface between local technology and local business needs.
  • Applies technical skills to resolves problems with new or existing technology equipment.
  • Administers end-user requests.
  • Provides feedback on technology effectiveness to Local Technology Services (LTS) teams.
  • Implements technology solutions developed by LTS teams.
  • May be responsible for all technical aspects of the Local Area Network and/or local voice communications.
  • May train customers on use of local technology.
  • May develop some training manuals/programs for local technology.
  • May also have some responsibilities in the areas of Technology Engineering, Application Delivery, or Technology Operations.
  • Provides technical support to internal customer workstations.
  • Performs evaluation, installation and integration of standard third-party packages and advancement of current systems.
  • Resolves reported workstation problems related to hardware, operating systems, and configuration issues through troubleshooting and research.
  • Prioritizes and updates problem status information.
  • Maintains data integrity and security for workstations environment.
  • Performs installations, upgrades and backups as requested/necessary.
Systems Administration
  • Maintains integrity of the operating system environment.
  • Performs system software upgrades including planning/scheduling, testing, and coordination.
  • Performs workstation and server administration setup.
  • Maintains Software and hardware inventories.
  • Maintains production change control schedule and participates in change control as necessary.
  • Manages load configuration of central data communication processor.
  • Coordinates terminal orders and cable installation, network system planning, installing, monitoring, testing, and servicing.
  • Manages the operational activities for voice/data network services.
  • Oversees installation and repair of network components.
  • Reports on network operation statistics.
  • Coordinates equipment installation and delivery schedules.
  • Performs hardware and software moves, add and changes.
  • Ensures the network and all related equipment are in working condition.
  • Responds to and repairs all trouble reports related to the network circuits.
  • Maintains records on repairs, down time, changes and updates.
  • Keeps and maintains cable records and wiring diagrams.
  • Performs cable changes according to industry standard.
  • Supports/troubleshoots network problems.
  • Coordinates with service providers and equipment manufacturers for installation of such items as routers, switches, Firewall and voice messaging systems, audio/video conferencing platforms & other collaborative tools and/or emerging technologies  in voice/data networks such as wireless and other mobility services.
  • Manages engineering activities for voice/data network design, development, and implementation.
  • May also be responsible for coordination and execution of network deployment activities.
Technology Procurement Asset Management
  • May establish and maintain local vendor relationships.
  • May also audit vendor bills for accuracy.
  • May include responsibilities to develop, maintain and administers tools that support/facilitate asset management processes (e.g.  Tracking and reporting activities).
  • Ensure appropriate resources are in place both on the vendor team and Accenture to maximize vendor performance.
  • Manage and facilitate requirements of design and engineering groups with Vendors.
  • Champion issue resolution.
Voice System Support Services
  • Fault monitoring of all voice communication systems/equipment including escalation to vendor/carrier maintenance/help desk sections and monitoring of results.
  • Maintenance of documentation including carrier services, extension allocations, system configurations and floor maps.
  • Timely communication to practice management and practice personnel regarding downtime, system faults and changes in telecommunications operations.
  • Manage and deliver solutions according to the Service Level Agreement (SLA).
  • Identify and resolve/escalate all problems, requests and outages.
  • Classify, prioritize and escalate problems to the appropriate voice Subject Matter Experts.
  • Ensure ownership of problems/requests.
  • Ensure a high level of quality client service is provided to the practice.
  • Understand and enforce the firm’s global standards, security and licensing guidelines.
Experience/Knowledge Required:
  • Minimum diploma in Information Technology
  • 1.5 to 2 years of experience in hardware, software support and networking operations
  • Good working and troubleshooting knowledge of Windows 7, Windows 10, Office 365 and Windows Deployment Services.
  • Working knowledge of video conferencing and digital content delivery solutions.
  • Confident in communicating and working with customers across all levels including VIPs.
  • Proficient in written and spoken English with good presentation skills.
  • Team player and possesses a customer service mindset.
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, gender identity, or any other basis as protected by applicable law.

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