Infrastructure Tech Support Analyst - Manchester

Job description

Role: Infrastructure Support Analyst
Salary: Competitive + exceptional benefits
Location: Manchester

Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.

We are constantly seeking new ways to achieve high performance in our clients' business operations! We provide technology-enabled business process services to deliver business outcomes and are constantly seeking new ways to achieve high performance in our clients' business operations.

What responsibilities will you have?
·  Working within our outsourcing team providing technology customer service and support to ITV, a leading UK commercial media, broadcast and production organisation in helping them work towards their transformation.
·  As our Technical Support Analyst, you will be responsible for providing first and second line support directly to ITV's end users, whilst continuously providing a great customer service experience. Our aim is to fix to the end user issue at initial contact and when necessary, escalate more complex issues to the relevant support channels.
·  You will be required to respond to complex problems by proactively investigating root cause, whilst if necessary delivering workaround for business continuity and ultimately a permanent resolution.
·  You will pride yourself on your ability to build key internal and external relationships with stakeholders and peers. You will also be able to offer technical training to support teams. You will be able to find solutions by acting as the contact point between ITV end users and Accenture
·  Work in the assigned ITV office location in a direct user‐facing technical support role, based in one of ITV's “techzones” – an onsite, face‐to‐face support service. 

·  Variable 7.5 hour working day between 8:30am and 6:30pm 

·  Deliver excellent customer service to all users needing help and support from the “techzone”. 

·  Take ownership of users' issues and identify appropriate solutions to resolve service incidents and requests. 

·  Provide users with regular communication on the progress of investigations and planned solutions, whilst managing their level of expectation. Drive to maximise issue resolution at first point of contact in the “techzone”. 

·  Support users with best practice guidance for using their core technology tools, as part of continuous improvement. 

·  Participate in an Out‐of‐Hours call out rota to provide remote support for users in multiple client locations. 

·  Provide support “priority” incidents to other client locations as part of an enhanced priority support channel. 

·  Work closely with the on‐shore and off‐shore infrastructure and service desk teams to provide second line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements. Ensure outstanding calls are regularly updated to reflect their current status.
·  Assist remote support teams with incident resolution for any onsite devices. 

·  Act as the on‐site interface for incident resolution with the support teams from key third parties. 

·  Investigate cause and take responsibility to provide analysis of reported recurring or persistent problems. 

·  Create standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required. 

·  Maintain user‐facing familiarisation and FAQ documents, and “how to” guides and training materials, with latest updates and user guidance. 

·  Contribute to the maintenance of “techzone” work instructions so they reflect latest developments in the client's technology estate, so as to keep current the advice given to users. 

·  Develop a comprehensive knowledge of the client's technology standards and procedures, to contribute to their development and enforcement. 

·  Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support technical evaluations. 

·  Liaise with colleagues, utilizing their expertise to solve more complex problems or re‐direct to the appropriate on‐shore/off‐shore team with specialist skills, whilst maintaining communications and regular updates to users. 

·  Continuously seek to facilitate improvements within the “techzones” and wider support teams. 

·  Assist other members of the application or infrastructure teams, when appropriate, to help complete tasks within 
SLA. 

·  Share information and specialist expertise to support colleagues in the successful delivery of their tasks and to assist their professional development. 

·  Please note that there is a requirement for regular travel to ‘satellite offices' within a region (typically 1 day per week). 


Desired profile

What skills & experience are we looking for?
·  Degree level
·  Experience of providing user support for different versions of MAC OS and Windows OS platform is essential.

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 world's 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 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
Closing date for applications 31st July 2016

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity”