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 Lead, the IT Customer Service Analyst and Senior Analysts are responsible for the following:
- Self-starter who is passionate about providing an excellent customer experience.
- 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
- White Glove 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.)
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RESPONSIBILITIES AND ACCOUNTABILITIES
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.
- Provision of IT support for events such as new joiner inductions, VIP meetings and videoconference events when required.
- Provision of IT support where needed for custom requests as directed.
- Ensure knowledge of product and services delivered from area of responsibility.
- Demonstrate an understanding of core CIO IT Products and Services. Understand and communicate product and service use cases (who should use the product and why).
- Proactively suggest ways to ensure services remain cost efficient.
- Gather feedback on products and services and escalate to leadership.
- 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.
- Manage Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service operations and business requirements.
- 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.
- Proactively seek opportunities to meet or exceed the quality and consistency of service delivery to meet the customer needs, escalating as necessary
- Ensure effective local team collaboration across Technology Services and Geographic Services
- Ensure adherence to Accenture performance management process.
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Qualifications
Basic Qualification
- Minimum 1+ Year of IT Support including Service Desk, End User Service and Desktop Support related activities
- Proven general technical troubleshooting skills.
- Strong Microsoft Office experience including O365, Teams, Sharepoint, Outlook
- 85% Windows based machines including Dell, HP and Lenovo
- Surface hubs, Cyviz, Microsoft Teams Rooms
- ServiceNow ticket tracking
- Microsoft operating system experience
- Customer service experience
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