IT Operations Senior Analyst
Accenture
IT Operations Senior Analyst
Job Description
Accenture’s Infrastructure Engineering (IE) practice is dedicated to strategically solving our client’s cloud services, data center, digital workplace and operating model IT transformation challenges. We create predictability for technology intensive environments by applying proven engineering concepts and practices for long-term solutions. Our team consists of visionary infrastructure transformers, with a multidisciplinary team of technologists, financial analysts, project and program managers. We foster critical thinking and innovation that drive career development. Our reward is in a culture of collaborative experts who drive our industry forward. If you are motivated by turning challenging ideas into reality, creating uncharted value for clients and bringing your best self to your work – we want to connect with you.
Work You Will Do:
Customer Service professionals build on a customer-centric service strategy to deliver foundational organization, business process, and technology capabilities required to deliver an optimal customer service.
Responsibilities:
The Technology Support: Local (LTS) Canada Desktop Support associate reports directly to the LTS Canada CS&S Lead and the Canada GU-ITI Lead and has the following Provide workstation support services to personnel situated in the CS&S Offices has following responsibilities :
- Assist a specific New Joiner Team in supporting large New Joiner Orientation sessions (US/Canada combined) using chat support via teams/Outlook Shared Mailbox and remote support tools (Log Me in Rescue)
- Develop and maintain proficiency in CIO standard tools, including (but not limited to) incident (Service Now) and asset tracking (FNMS) systems, and software and hardware upgrade methodologies.
- Support the life cycle of the workstation infrastructure to include installations, implementations, operations and support, service and decommissioning of all specified desktop, laptop and telephony elements.
- Work to minimize the impact of service disruption to customers and clients during outage situations.
- Interact with customers and leadership in order to understand their needs and maintain business relationships.
- Work to ensure that corporate workstation standards are maintained.
- Work to ensure that standard Accenture asset management procedures are followed.
- Interface with vendors and internal/external groups to support the workstation environment.
- Create documentation outlining specific workstation management processes/procedures.
- Participate in workstation-related projects/initiatives.
- Standard work hours of 08:00 to 5:00 or 9:00 – 6:00 typically apply. However, a flexible working attitude is required when considering critical milestones within project delivery.
- Office based. Travel to other locations is rare but may be required from time to time.
Qualifications
Basic Qualifications:
- 2-5 Years demonstrated working knowledge of Microsoft Windows desktop operating systems.
- 2- 5 Years demonstrated working knowledge of Microsoft Office products.
- 2-5 Years demonstrated working knowledge of desktop and laptop hardware from multiple vendors HP, Dell, etc.
- 1- 2 Years of experience in a Customer Service-related role
- Bachelors degree or college diploma in related field.
Preferred Qualifications
- Microsoft Windows operating systems.
- Microsoft Active Directory.
- Asset Management techniques.
- Basic knowledge of operating system software deployment tools, such as Microsoft SCCM.
Professional Skill Requirements
- Excellent customer service skills.
- Proven, excellent communications skills, both verbal and written.
- Excellent problem solving and analytical skills.
- Ability to remain calm and courteous in challenging situations.
- Willingness to work overtime and varying hours as required.
- Ability to multitask and balance workload in a fast paced contact center environment.
- Ability to prioritize tasks and complete assignments in a timely manner.
- Demonstrated ability to balance quality of work with task completion.
- Ability and desire to build additional technical skills.
- Demonstrated teamwork and collaboration in a professional setting
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