Job Description

JOB PURPOSE

The Local Support Senior Analyst will primarily provide technology support for Accenture customers situated on campus for the workstation fleet. They will also work closely with the Onsite TS : Local Team Lead and their colleagues ensuring that required services are delivered and that continuous service improvement is a key focus. 

SCOPE

Based in Dublin Accenture offices, the Local Support Senior Analyst will primarily provide technology support for Accenture customers situated in and around the Dublin office campus for the workstation fleet. They will work closely with the Support Team Lead and their colleagues ensuring that required services are delivered and that continuous service improvement is a key focus. Additional responsibilities will include remote hand support provision for data center infrastructure, working closely with the wider UKI Infrastructure team.

RESPONSABILITIES AND ACCOUNTABILITIES 

Operations

• Respond to first, second and third line incidents logged via IT Service Desk, Accenture Portal or in person, administering solutions to known problems and diagnosing and documenting undefined problems as they occur within the agreed SLAs for the local workstation environment.
• Ensure effective prioritization, coordination and resolution of logged incidents within agreed SLA, working as a team but taking a lead to maintain effective incident queue management.
• 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 and pricing.
• Arrange and provide where required IT support for special events including but not limited to new joiner inductions, executive events and company acquisition projects.
• First line troubleshooting of printing.
• Perform PC New Joiner builds, Rebuilds and Upgrades (including data backup and restore where required).
• To provide hardware support for Accenture workstations, tablet and mobile devices.

Customer Service

• Build good trust based relationships with key customers & customer groups when providing support needs.  Ensure that two-way feedback is developed relating to our products and services, current customer priorities, challenges and requirements.
• Be a strong advocate for product and service customer adoption.
• Ensure that a strong customer service ethos is provided.

People Development and Relationship Management

• Ensure effective team collaboration across our support team.
• Ensure own relevant 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

• Be a key contributor and change agent towards continued process excellence initiatives within the team.
• Proactive identification of issues that are seen in the environment, successfully communicating these to required audience, helping to drive resolution and raise awareness.
• Quality assurance of previously closed incidents, problems and service requests, assessing for improvements opportunities in services delivered.
• Proactively take part in new product and service pilots both globally and locally, provide effective feedback, disseminate information within the team.
• Proactively maintain team process documents, ensuring they are relevant and up to date.
• 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 asset management information to accurately account for movement of IT hardware in accordance with asset management processes.
• Provide assistance where required for other asset management requirements and contribute to our overall asset management KPI’s.
• Maintain team PC storage processes, conforming to internal policies and ISO accreditations.
• Maintain appropriate workstation and consumable stock levels for team.
• Day to day operational management of Ireland PC New Joiners, Upgrades & Leavers processes.
• Provision of required PC consumables to customer base and management of connected process.
• Work with internal Risk team to provide adequate health and safety IT products where required.
• Dealing with IT equipment disposal activities.

Data Services Responsibilities

• Effective incident and performance management for specific on-site servers.
• Effective server capacity management activities.
• Effective local supplier management of third parties related to server environment.
• Appropriate patch management of specific on-site servers in accordance to require.
• Accenture security standards.
• Remote hands responsibility to assist remote UKI Infrastructure team where required.

Technical Skills

• Microsoft Certified MCSE, MCP specializing in Windows Server 2012 and Active Directory.
• Knowledge of laptop, desktop, smartphones, tablets and printer hardware fundamentals.
• Knowledge of LAN/WAN and networking principles and equipment, IP Telephony (Voice over IP) and server technologies as well as network security fundamentals.
• Understanding of ServiceNow Support Tool or other incident management tools.
• Knowledge of the Information Technology Infrastructure Library (ITIL) version 3 - Certification advantageous.