Tech Support Analyst

About the Role

An IT Technical Support Analyst is needed to keep technology running smoothly, both behind-the-scenes and customer-facing. This role provides high value services to customers, adding value and efficiency in their use of technology. Accenture creates Solution Bars where customers can find IT support advisors for answers, to envision, advise, fix, train, create, innovate, and collaborate.

This role is 100% onsite at our office in the Atlanta Piedmont Center.

Key Responsibilities

• Influence the customer experience for technology interactions in the local office to ensure technology supports business objectives.
• Take ownership for individual customer interactions.
• Manage operational IT incident, problem, and service requests, driving resolution and root cause analysis within SLAs.
• Liaise with wider teams, both local and global, where necessary.
• Provide IT support for events such as new joiner inductions, VIP meetings, and videoconference events.
• Provide IT support for custom requests as directed.
• Ensure knowledge of products and services delivered from the area of responsibility.
• Demonstrate an understanding of core CIO IT Products and Services.
• Understand and communicate product and service use cases.
• 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 IT hardware movement.
• Manage Accenture provisioned IT assets and equipment according to agreed processes, policies, and security standards.
• Build effective trust-based relationships and act as the Technology Services customer champion to deliver customer excellence.
• Build good trust-based relationships with key customers and customer groups.
• Maintain two-way feedback relating to products, services, and current customer priorities.
• Identify opportunities for service improvements with customer contacts.
• Proactively seek opportunities to meet or exceed the quality and consistency of service delivery to meet customer needs, escalating as necessary.
• Ensure effective local team collaboration across Technology Services and Geographic Services.
• Ensure adherence to Accenture performance management processes.

Requirements & Tech Stack

• Customer Technical Support: Minimum 1 year of experience.
• Customer Experience Management: Minimum 1 year of experience.
• Service Desk or Desktop Support: Minimum 1 year of experience.
• ITIL Software: Minimum 1 year of experience working with tools like Service Now or Remedy.
• Enterprise Collaboration Platforms: Familiarity with platforms such as Microsoft Teams, Google Meets, Zoom, and Webex.
• Operating Systems: Hands-on experience with Microsoft Windows 10, Windows 11, OSX, and 0365.
• Communication Skills: Strong skills to interface with non-technical stakeholders, senior leadership, and executives.
• Education: High School Diploma/GED.

Bonus Points

• Comp TIAA Certifications.
• ITIL Foundations Certification.
• Customer Satisfaction experience.
• Quality Assurance (QA) experience.