Tech Support Analyst, NYC

About the Role

Accenture is a global professional services company. This role is for an IT Technical Support Senior Analyst to provide high value services to customers, adding value and efficiency in their use of technology. This role will be performed 100% onsite at the Manhattan West, NY office.

Key Responsibilities

• Operations
• Influence the customer experience for technology interactions in the local office to ensure technology supports business objectives.
• Take ownership for individual customer interactions.
• Manage effective 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 product 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 (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.
• 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 IT hardware movement in accordance with asset management processes.
• Manage Accenture provisioned IT assets and equipment, working to agreed processes, policies, and security standards.
• Customer Service and Relationship Management
• Build effective trust-based relationships and act as the Technology Services customer champion.
• Build good trust-based relationships with key customers & customer groups.
• Ensure two-way feedback is maintained relating to products, services, and current customer priorities.
• Work with contacts to identify opportunities for service improvements.
• Proactively seek opportunities to meet or exceed the quality and consistency of service delivery.
• Escalate issues as necessary.
• Ensure effective local team collaboration across Technology Services and Geographic Services.
• Ensure adherence to Accenture performance management process.

Requirements & Tech Stack

• Predominantly Windows environment experience.
• Experience working with an enterprise ticketing system and asset tracking system.
• Experience working with customers face to face.
• Experience troubleshooting.
• Proficient in Microsoft Office products:
• Excel – Beginner
• Word - Beginner
• PowerPoint - Beginner
• Microsoft Outlook - Intermediate

Qualifications

• Minimum 1+ year experience as a customer support professional.
• Minimum 1+ year experience working with an enterprise ticketing system and asset tracking system.
• Minimum 1+ year experience working with customers face to face.
• Minimum 1+ year experience troubleshooting.
• High School Diploma/GED

Bonus Points

• Apple experience.
• Understanding of the principles of Asset Management.
• Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets.