Technical Support Analyst - Local Technology Support

Job description

Role: Technology Support Analyst - Local Technology Support
Location: London
Salary : Competitive + excellent benefits


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.

Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world. You will be part of a team which provides business process excellence, implements leading cloud technology and builds and transforms client infrastructure services.

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 as part of a wider globalised IT support environment, the Local Support team is primarily responsible for the in person resolution of second line IT incidents and problems for the UK Accenture PC fleet.

Operational Local Support
· Effective prioritisation, ownership and resolution of logged incidents within agreed SLAs, working as a wider team to maintain effective incident queue management, awareness and correct use of key process and escalation points.
· Perform PC upgrades where required using defined internal processes.
· Perform imaging of workstations (both laptops and desktops) where required.
· Be a dedicated support point of contact for selected premium support customers.
· Ensure good working knowledge of internal workstation environment and associated products, including customer eligibility criteria, pricing and key escalation points.
· Provide where required IT support for special events including but not limited to new joiner and acquisition inductions and executive events.
· Provide appropriate IT support needs where requested for company acquisitions groups, working as part of a wider integration project team.
· Regular refurbishment and/or re-imaging of loan stock to keep these workstations up to date and enable optimum productivity for customers when in use.
· Document processes where requested, ensuring they remain relevant and up to date.
· Work effectively with external suppliers who are used to deliver components of our service, such as data recovery and IT consumable provision.
PC Installations
· Responsible for reviewing appointments made in the Global PC Replacement Tool so that PC upgrade activities can be planned appropriately.
· Responsible for the accurate and timely deployment of scheduled PC installations and upgrades so that our customers experience the least amount of down time as possible.
· Prepare, install & configure PCs for new joiners, transfers and PC Upgrade Programme using Accenture Standard procedures to ensure customers are productive as soon as possible with the tools they need.
· Ensure each deployment is of high standard within consistent and quality driven customer handoff so that our customers have an outstanding customer experience.
· As part of PC upgrade customer handoff, provide guidance and education on specific PC hardware and software changes in order for the customer to optimise PC use and remain productive.
· Identification, logging, troubleshooting and ownership of build related incidents and problems so that these are highlighted/escalated and resolved as soon as possible
· Refurbishment of returned/leaver stock ensuring these are ready for re-deployment.
Customer Service
· Build good trust based relationships with key customers & customer groups when providing support needs. Ensure that two-way feedback is maintained relating to our services, products and current customer priorities, challenges and requirements.
· Ensure that a strong customer service ethos is provided as part of support provision requirements.
People Development and Relationship Management
· Effective team collaboration across our support teams both locally and globally.
· Ensure an active and relevant personal training development plan is maintained and that required training is conducted throughout the year.
· Ensure adherence to Accenture performance management process.
Proactive Support and Value Add
· Actively contribute towards continued process excellence initiatives within the team.
· Proactive identification of IT issues, successfully communicating these to required audience, helping to drive resolution and raise awareness.
· Maintain understanding of and champion IT Services, functions and costs relating to the workstation and support environment. Be able to apply this information at point of customer interaction.
· Proactively take part in new product and service pilots both globally and locally, provide effective feedback, disseminate information within the team.
· Keep abreast of new technologies and innovations that are relevant for area of support, internally and externally to the business.
Finance
· Be cost aware, ensuring focus is maintained in providing the right costed solutions for our customers.
· Proactively suggest ways to ensure services remain cost efficient
· Be aware of our cost recovery mode and ensure its correct use when delivering services

Asset Management

· Update the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes.
· Stock management of PCs to ensure FIFO and adequate stock availability.
· Provide regular assistance where required to our enablement team for other asset management requirements in order to contribute to our overall asset management KPI's.

Desired profile

What skills & experience are we looking for?

·  Working knowledge of supporting Microsoft Windows operating systems (7 & 10) environment.
·  Working knowledge and hardware troubleshooting experience of laptop/desktop environments.
·  Working knowledge and troubleshooting of the Microsoft Office environment.
·  Good working knowledge of general technical troubleshooting skills.
·  Deployment and troubleshooting knowledge of Apple operating systems
·  Working knowledge of hardware break/fix component replacement on laptops.
·  Proficient in the use of Microsoft Office products
·  Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets.

What's in it for you?

All of our Operations professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

On top of this, we have an extensive benefits package which includes 25 days' vacation per year, gym subsidies, private medical insurance and 3 extra days leave per year for charitable work of your choice!

What are the next steps?

If this sounds like the ideal role, career and company for you, click below to apply.

About Accenture

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 specialised 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. Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .

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 or any other basis as protected by applicable law.

Closing Date for Applications 30/04/2017
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.