Job Description

Career Track:  Client Delivery & Operations
Role:  IT Customer Service Representative
Location:  New York, NY
 
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
 
Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.
 
Job Description
Responsible for the day to day Technology Support functions which provide first, second and third-line IT support for the workstation environment.
Reporting to the Local Office Operations Lead and/or Specialist, the IT Customer Service Representative is responsible for the following:
  • Provision of technology service and support, including hardware break/fix and software support, audio/visual/collaboration tools, workstation compliance, and on-site network/infrastructure, mobile device and soft phone support, for the local office, including Geographic Services offices and acquisition and project sites in proximity.
  • Driving of local product and service adoption and education initiatives
  • Support of VIPs and Special Events in the office, as well as periodic provision of support services in remote locations (other offices, off-site meetings, etc.)
 
A professional at this position level within Accenture has the following responsibilities:
 
Operations
  • Influence the customer experience for technology interactions in the local office to ensure that technology supports business objectives.  Take ownership for individual customer interactions.
  • Management of effective operational IT incident, problem and service requests, successfully driving resolution and root cause analysis within SLA’s, liaising with wider teams both local and global where necessary.
Asset Management
  • Effectively manage technology assets, ensuring compliance with asset management policies, processes and requests.
  • Update and maintain the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes.
Customer Service and Relationship Management
  • Build effective trust-based relationships and act as the Technology Services customer champion in all respects to deliver customer excellence
  • Build good trust-based relationships with key customers & customer groups.  Ensure that two-way feedback is maintained relating to our products, services, and current customer priorities.  Work with these contacts to identify opportunities for service improvements.

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Qualifications

Basic Qualifications
  •  Minimum 1 year of experience with Working knowledge and experience:
    • supporting Microsoft Windows operating systems (7 & 10) and Apple operating systems
    • troubleshooting both PC and Apple laptop/desktop hardware
    • with hardware break/fix component replacement on laptops.
    • Working knowledge and experience troubleshooting the Microsoft Office environment.
  • Minimum 1 year of experience with Computer analyst or IT Team Lead
  • Minimum 1 year of experience with Customer Service
Professional Skill Requirements
  • ServiceNow experience
  • Proven success in contributing to a team-oriented environment.
  • Proven ability to work creatively and analytically in a problem-solving environment.
  • Excellent leadership, communication (written and oral) and interpersonal skill.
  • Good understanding of PC and Mac computers, mobile devices, and Microsoft Office applications, (Word, PowerPoint, Excel, Outlook)
  • Strong organizational skills.
  • Strong written and oral communication skills.
  • Excellent analytical and problem-solving skills
 
Candidates who are currently on assignment as part of the Global Careers program are not eligible for consideration.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity.
All employment decisions shall be made without regard to age, race, creed, color, 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 by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

All employment decisions shall be made without regard to age, race, creed, color, 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 by federal, state, or local law.

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

Accenture is committed to providing veteran employment opportunities to our service men and women.

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