Reporting to the Local Support Team Lead the Support Senior Analyst provides workstation IT Implementation services together with first and second (hardware and software) line support to Accenture personnel ensuring that quality issues are flagged and investigated as well as performing incident and problem management of recurring incidents. The role will link in with various other teams within the UKI LTS organisation.

RESPONSIBILITIES AND ACCOUNTABILITIES

Operational Local Support Activities

• Respond to and resolve in person first and second line IT incidents logged via direct walk up or via global IT Service Desk.
• Deliver effective incident queue management via current call logging toolsets.  Prioritise ticket resolution workload on predefined Service Level Agreements with proactive and timely status updates until resolution.
• Act as a key technical escalation point, providing guidance and support for more junior members of the team, take a lead in driving resolutions for IT problems, linking in with relevant teams where required.
• Produce regular incident reporting statistics, analysing trends and using information to identify problems or service improvements.
• Perform PC upgrades using defined internal processes, including data backups and restore.
• Provide IT support for events such as new joiner inductions, VIP meetings and other events where required.
• Maintain good knowledge of all PC hardware models in the environment, including specifications and internal customer PC model eligibility criteria.
• Act as the dedicated point of contact for selected premium support customers.
• Support internal bespoke support environments where requested.
• Regularly review processes, propose and implement improvements with necessary approvals to ensure processes remain relevant.
• Assist Technology Support infrastructure team as on-site point of contact for remote hand support requirements.
• Act as a technical resource for key technology projects when required.
• Act as a trusted security champion to ensure Accenture continue to meet and exceed our internal security and compliance goals.

Technology Support, Maintenance & Management

• Act as an AV Cyviz subject matter expert (SME) to ensure dynamic and innovative use of the Cyviz AV installations for business as usual and special events
• Provide ongoing support of the Cyviz Megascreen installations and associated environments.
• Create and maintain pre-event checklists for all AV enabled spaces.
• Proactively test and make sure all systems are online and operational.
• Set up and install additional equipment as required for the AV offering (video screens, video monitors, connecting wires and cables, sound speakers etc.) for events and functions.
• Ensure equipment is installed and managed according to its designated layout.
• Monitor speakers to ensure playback quality.
• Test and resolve equipment issues.
• Diagnose and correct media system problems.
• Send in equipment for repairs as needed.
• Clean audio and video equipment and store properly.
• Ensure the safe transfer and shipment of equipment.
• Maintain inventory of equipment.
• Liaise with the wider UKI LTS team for asset management policies and disposals.
• Have a basic understanding of the capital spend associated with AV technology, including Depreciation and Interest and asset write offs, working with the program and change function.
• Maintain an active curiosity in AV technology (both present and upcoming) in order to advise and support with requests or queries around new technology

Customer Relationship Management

• Build effective relationships with customers, actively seeking out and responding to feedback in order to deliver a high level of customer service.
• Assisting in the planning and delivery of customer education sessions to help promote the knowledge and use of AV technologies
• Provide support for Events across the Ireland estate
• Work closely with the wider LTS and Workplace teams ensuring effective relationships are built and maintained.
• Work with customer representatives to capture requirements in order to develop knowledge of the client requirements and desired service levels.
• Develop, document and implement resolutions for recurring incidents or problems.
• Maintain a current knowledge and understanding of features, functionality and performance of existing and planned AV display technologies through independent research and by utilizing available vendor resources as appropriate.
• Be knowledgeable of the wider AV conferencing offerings within the CIO suite of offerings (Skype for Business & Cisco Video Conferencing) as well as collaboration technologies to support meetings and events
• A certain level of shift work and out of hours support for events, installations, changes is required

Customer Service

• Take ownership of operational day to day escalations and issues, successfully driving resolution, involving team supervisors and management where necessary, identifying and implementing improvements related to root cause problems.
• Build good trust based relationships with key customers & customer groups.

Networking and Relationship Management

• Demonstrate a collaborative approach across our support teams both locally and globally through meetings and use of Skype, the Stream, Circles, shared repositories and the building of relationships.
• Build and maintain effective working relationships with relevant global and local teams who provide the components of our overall service provision, including Workplace Solutions colleagues.

• Proactively share support best practice and known solutions to help the resolution of incidents and problems.  Identify opportunities to improve process and services used where possible.
• Identify knowledge gaps within the team and work to bridge those gaps.
• Proactively champion IT products and services with a view to increasing understanding, adoption and productivity in the customer base.

Continuous Improvement

• Be a key contributor and change agent towards continued process excellence initiatives
• Proactive identification of issues that are seen in the environment, successfully communicating these to required audience, helping to drive resolution and raise awareness.

Proactively take part in new product and service pilots both globally and locally, provide effective feedback and disseminate information within the team.

• 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.

• 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.

Finance

• Ensure that appropriate cost recovery of products and services is effectively communicated to customers and actioned correctly using set process and tools.

Asset Management

• Perform timely updating of the asset management records to accurately account for movement of IT hardware within the environment in accordance with agreed asset management processes and policies.
• Conduct regular on-site PC and consumable stock checks for the team, working with UKI Enablement team to replenish where required.
• Maintain PC storage processes that conform to security policy, assisting with annual external audits linked to ISO accreditations.
• Manages Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service operations and business requirements.

PROFESSIONAL QUALIFICATIONS/ACCREDITATIONS AND EXPERIENCE

• ITIL foundation level qualification
• MCITP Windows 10 qualified
• Apple Mac ACMT Certification
• 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.
• Working knowledge of hardware break/fix component replacement on laptops.

GENERAL

• Standard work hours of 09:00 to 17:30 typically apply.  However, a flexible working attitude is required when considering global teams and critical milestones within project delivery.
• Office based.  A level of travel and working from other customer or client locations may be required from time to time. 

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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