Service Desk Analyst 6598996

About the Role

Accenture Flex offers flexible, local, fixed-duration project-based work powered by Accenture. As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations.

Key Responsibilities

• Act as the first point of contact for end-user incidents and service requests.
• Deliver timely, courteous, and accurate support using approved knowledge articles and standard procedures.
• Resolve common issues at first contact whenever possible.
• Fulfill authorized requests.
• Maintain complete ticket records.
• Escalate issues requiring advanced technical investigation.
• Receive contacts by phone, email, portal, and approved support channels; verify user details and establish the nature, urgency, and business impact of the issue.
• Log, categorize, prioritize, update, and close incidents and service requests accurately in the designated ITSM platform.
• Provide first-contact troubleshooting for laptops, desktops, mobile devices, printers, peripherals, operating systems, Microsoft Office applications, VPN, remote access, and basic network connectivity.
• Support common Microsoft 365 issues involving Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications using approved procedures.
• Perform authorized password resets, account unlocks, multifactor authentication assistance, basic group membership updates, mailbox access requests, distribution list changes, and license requests.
• Support device enrollment, standard software installation, basic compliance checks, Windows Autopilot activities, and common Microsoft Intune or JAMF issues within documented procedures.
• Provide BitLocker recovery assistance and execute other approved endpoint and access requests within assigned permissions.
• Use knowledge articles, scripts, standard operating procedures, and remote-support tools to maximize first-contact resolution.
• Communicate clearly with users, set expectations, provide status updates, and confirm restoration or request completion before closure.
• Escalate unresolved, complex, high-impact, security-related, or out-of-scope issues to Level 2 or the appropriate resolver group with complete diagnostic details.
• Maintain ticket ownership through handoff and follow up as required to support a positive user experience.
• Identify knowledge gaps, recurring issues, and potential service improvements; submit updates for review.
• Monitor assigned queues, aging, backlog, service-level targets, first-contact resolution, reopened tickets, and customer satisfaction.
• Follow client security, privacy, access, incident, request, knowledge, and acceptable-use policies.
• Participate in knowledge transfer, shadowing, reverse shadowing, readiness validation, and 24x7x365 shift coverage as assigned.

This role requires 1-2 days a week on-site in Evanston, IL and shift work as assigned between 7 am - 7 pm CST.

Requirements & Tech Stack

• Microsoft Windows
• Microsoft 365 applications
• Endpoint devices
• Printers
• Peripherals
• VPN
• Remote access
• Basic network connectivity
• Outlook
• Teams
• OneDrive
• SharePoint
• Exchange Online
• Microsoft Entra ID
• Microsoft Intune
• Active Directory
• Multifactor authentication
• ServiceNow or a comparable ITSM platform
• Windows Autopilot
• JAMF
• BitLocker

Qualifications

• A minimum of 1 year of experience in a Service Desk, help desk, desktop support, technical support, customer support, or managed services environment.
• A minimum of 1 year of experience with Microsoft Windows, Microsoft 365 applications, endpoint devices, printers, peripherals, VPN, remote access, and basic network connectivity.
• A minimum of 1 year of experience supporting Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft Entra ID, Microsoft Intune, Active Directory, and multifactor authentication.
• A minimum of 1 year of experience using ServiceNow or a comparable ITSM platform to log, categorize, prioritize, update, escalate, and close incidents and service requests.
• High School Diploma or GED
• Ability to follow knowledge articles, scripts, standard operating procedures, security controls, and escalation processes accurately.
• Strong customer-service, communication, active-listening, troubleshooting, documentation, time-management, and organizational skills.
• Ability to manage multiple tickets, meet service-level targets, maintain attention to detail, and work effectively in a 24x7 support environment.
• Ability to recognize security concerns, protect confidential information, and escalate suspected incidents in accordance with approved procedures.