IT Support Analyst

Austin, TX

ACCENTURE's Flexible Workforce solves clients’ toughest challenges by providing cross-industry expertise, unmatched innovation, World-class tech and talent. We help bring it all together to deliver tangible business outcomes for our clients with contractors and our extended workforce opportunities. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work for and Diversity Inc’s Top 50 Companies for Diversity lists. And that's just the beginning. Now is the perfect time for you to consider opportunities through our Flexible Workforce.


What's In It For You:

  • Collaborate with a diverse network of people
  • Actively deliver innovative solutions for Accenture's clients
  • Apply your skills and experience to help drive business transformation
  • Work locally or remotely, significantly reducing or eliminating the demands to travel


Responsibilities:

  • Provide technical support for resolution of customer IT problems, incidents, issues, requests and queries. 
  • Configure and deploy machines (Macs & PCs) for new joiners, which could also include: internal rentals, internal transfers, GCP transfers, and PC upgrades. 
  • Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. 
  • Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. 
  • Focus on customer contact, not transaction processing.
  • Ensure proper documentation, notification, escalation, tracking and follow-up.
  • Receive and log internal and/or external customer problem/request/issue and ensures proper documentation.
  • Perform customer request/problem identification and follow defined procedures to resolve.
  • correctly, document troubleshooting efforts and customer information in data capture tool and, when required, transfer call or promptly notify responsible party for resolution.
  • Perform incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.
  • Manage team and liaise with support/product teams to resolve requests/issues in timely manner.
  • Share information required for the team to be successful
  • Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead, and promote.
  • client products and services by suggesting additional or alternative products to meet customer’s needs.
  • Manage the team by resource-planning to optimize availability, set individual goals/objectives and ensure individuals meet their targets.
  • Deliver new hire training/refreshers; recommend enhancements to existing training content, and assist in the design and creation of relevant training material.
  • Provide technical support to resolve customer IT requests/issues
  • Develop and maintain knowledge of customer and customer-specific business environment, customer Service Level Agreements and department’s/product’s key performance requirements.
  • Demonstrate understanding of the customer’s business needs or market and maintain high customer satisfaction ratings.
  • Follow up on incidents to ensure customer satisfaction, complete outbound customer contacts to resolve customer issues or recommend products/services, e.g., request bill payment, follow up on customer issues, complete and resolve non-call customer contact requests received by mail, web or email.
  • Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreements.
  • Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction: take accountability for effectively handling senior-level escalations or customer complaints received via various sources.
  • Requires analysis and solving of lower-complexity problems.
  • Interaction is with peers within client before updating supervisors. 
  • Standard work hours typically apply. However, a flexible working attitude is required when considering critical milestones within project delivery. 
  • Office based. 


Basic Qualifications:

  • 2+ years experience 
  • Working knowledge of Microsoft Windows operating systems (7 & 10) and Apple operating systems  
  • Be proficient in use of Microsoft products to the following levels: Excel, Word, PowerPoint, Microsoft Outlook
  • Basic understanding and use of ITSM Remedy, ServiceNow or equivalent incident management tool. 
  • Basic knowledge of asset tracking 

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