2nd Line Support Analyst Newcastle upon Tyne, England
Job description
2nd Line Support Analyst
Location: Newcastle
Competitive Salary + Package (Dependent on experience)
(Accenture will be recruiting at the following level: Analyst)
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.
We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.
“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO
As a team:
As part of a wider globalised IT support environment, you will be responsible for the in-person resolution of second line IT incidents and problems for the UK Accenture PC fleet, a customer group circa of 12,000, predominately for Accenture staff situated in the UK. Support covers both the software and hardware functionality including Microsoft Windows, Microsoft Office applications and a small but growing estate of Mac OSX.
The team also has an important to play as IT Ambassadors providing an excellent customer service experience. Within this you will build trust-based customer relationships that give the wider aim of successful IT product adoption, education and continuous service improvement.
In this role you will:
You will be reporting to Local Support Senior Analyst, the Local Support Analyst will provide day to day support. They will work closely with the Senior Analysts and Support Team Lead ensuring that service quality is delivered, and that continuous service improvement is a key focus.
Some key areas that you will focus on include:
Operational Local Support
Respond to and resolve in person second line IT incidents logged via our global IT Service Desk, providing solutions to known incidents and problems for our internal customer base, diagnosing and working to resolve undefined problems as they occur.
Effective incident queue management with ownership of logged incidents via current call logging toolsets (Remedy/Service Now). Prioritise ticket resolution workload on predefined Service Level Agreements.
Awareness and correct use of key escalation points for both PC hardware and software incidents and service provision.
Perform PC upgrades where required using defined internal processes, including data backups and restore.
Perform imaging of workstations (both laptops and desktops) where required.
Ensure good knowledge of all PC hardware models in the environment, including specifications and internal customer PC model eligibility criteria.
IT support for events such as new joiner inductions and VIP meetings when required.
Input where required to the successful delivery of team important metrics.
Support internal tailored support environments where requested.
Working effectively with required external suppliers who are used to deliver components of our service, such as data recovery and IT consumable provision.
Regularly review processes utilised within the team, propose and implement improvements with necessary approvals to ensure processes remain relevant for the Local Support team.
People Development and Relationship Management
Maintain effective working relationships within wider Technology Services team, specifically own team, Ireland team counterparts and UK Enablement team to ensure successful service delivery and optimisation.
Build and maintain effective working relationships with relevant global and local teams who provide the components of our overall service provision. Ensure these teams are correctly utilised and understood. Proactively share support best practice and known solutions to help the resolution of incidents and problems.
Proactive Support and Value Add
Proactive identification of workstation issues, successfully communicating these to required audience, helping to drive resolution and raise awareness.
Be aware of and understand IT Services, functions and costs relating to the workstation environment.
Proactive championing of our IT products and services with a view of increasing understanding, adoption and productivity of our customer base.
Proactively take part in new product and service pilots both globally and locally, provide effective feedback, disseminate information within the team.
Act as a technical resource for key technology projects when required.
Document processes and make suggestions, where appropriate, to improve them, ensuring they are relevant and up to date for the tasks associated to the role.
Keep abreast of new technologies and innovations in the PC environment, internally and externally to the business.
Dynamically provide support and cover for other colleagues where required.
Perform other ad-hoc tasks as required.
Demonstrates a basic understanding and awareness of the core CIO Products and Services which Technology Services offer, be aware of the correct paths to self-educate and reference further detail.
Asset Management
Good understanding of PC asset database (Service Now) reporting, with the ability to extract simple reports to show volumes of specific models in the UK estate.
Contributing to an effective PC asset management process, ensuring PC assets used are accurately tracked, updated within our asset management database and are physically secure.
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.
Manages Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service
operations and business requirements.
We are looking for experience in the following skills:
Working knowledge of supporting Microsoft Windows operating systems (Windows 11).
Working knowledge and hardware troubleshooting experience of laptop/desktop.
Working knowledge and troubleshooting of the Microsoft Office environment.
Deployment and troubleshooting knowledge of Apple operating systems
Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets.
What’s in it for you
At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!
Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.
About Accenture
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. 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 31/12/2022
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
