Job Description

Position Location: Redmond, WA
 
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 specialized 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. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com
 
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.
 
IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.
 
Job Description
The IT Customer Service Analyst will provide On Site support including:
  • Participate in the definition of new local operating procedures and customers services guidelines.
  • Identify needs to maintain, in the location office of responsibility, the level of service defined for the country region
  • Identify and reports to Desk Side Support Lead or other channels of support risks that should impact the level of service to act as soon as possible to remediate or minimize the impact on customers
  • Identification, prioritization, resolution fulfillment of customer incidents
  • Coordinates, diagnoses, and troubleshoots incoming customer inquiries
  • Provides case status updates
  • Provides technical support to internal application customers
  • Supports troubleshoots network problems
  • Supports and troubleshoots client connectivity
  • May train customers on use of local technology
  • Project Initiatives
  • Participation and coordination of any onsite support tasks or activities, corresponding to global local technical project or initiatives, which must be performed in the location office of responsibility

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Qualifications

Basic Qualifications
  • 1 year of experience providing break fix support to an enterprise customer
  • 1 year of experience with a ticketing system such as ServiceNow
  • 1 year of experience with digital technology such as video conference and digital displays
  • 1 year of experience with asset management tools
  • 1 year of experience in PC setup and imaging
  • Bachelor's degree or equivalent (minimum 12 years) work experience. If Associate Degree, must have minimum 6 years work experience
  • Ability to meet travel requirements as needed

Professional Skill Requirements
  • Good financial acumen and financial analysis and diagnosis skills
  • 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.
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.

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.

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.

Accenture is 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.

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.

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

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