21 days old

IT Customer Service Senior Analyst

Boston, MA 02133
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.

The IT Customer Service Analyst provides technical support for resolution of customer IT problems, incidents, issues, requests and queries. Manage team and 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.

Job Description
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 Operations Lead and/or Specialist, the IT Customer Service Representative is responsible for the following:
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
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.)


Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.

The IT Customer Service Analyst provides technical support for resolution of customer IT problems, incidents, issues, requests and queries. Manage team and 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.

Job Description
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 Operations Lead and/or Specialist, the IT Customer Service Representative is responsible for the following:
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
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.)
Basic Qualifications
Minimum 5 year of experience with Working knowledge and experience:
supporting Microsoft Windows operating systems (7 & 10) and Apple operating systems
troubleshooting both PC and Apple laptop/desktop hardware
with hardware break/fix component replacement on laptops.
Working knowledge and experience troubleshooting the Microsoft Office environment.
Minimum 5 Years IT Support including Service Desk, End User Service, Desktop Support and Customer Service related activities.
Preferred Skill Requirements
ServiceNow experience
Proven success in contributing to a team-oriented environment.
Proven ability to work creatively and analytically in a problem-solving environment.
Excellent leadership, communication (written and oral) and interpersonal skill.
Good understanding of PC and Mac computers, mobile devices, and Microsoft Office applications, (Word, PowerPoint, Excel, Outlook)
Strong organizational skills.
Strong written and oral communication skills.
Excellent analytical and problem-solving skills
Candidates who are currently on assignment as part of the Global Careers program are not eligible for consideration.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.Equal Employment Opportunity.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Accenture is committed to providing veteran employment opportunities to our service men and women.




Categories

Posted: 2020-02-07 Expires: 2020-03-11

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

IT Customer Service Senior Analyst

Accenture
Boston, MA 02133

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast