LTS/AV 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

Responsibilities:

As an LTS/AV/Technology Analyst, you will be responsible for providing assistance to the wider user group, assisting with the upkeep of laptops, and troubleshooting challenges. You will also be involved with AV systems, providing event support, assisting with deployments, and involvement with technology refreshes. Your day-to-day activities will include driving incident, issue and outage management, investigation and restoration. You are expected to perform independently and become an SME. Required active participation/contribution in team discussions. Contribute in providing solutions to work related problems. Advanced proficiency in IT Troubleshooting is required. Expert proficiency in Customer Technical Support, Intermediate proficiency in ServiceNow, Advanced proficiency in Microsoft Office Suite, Advanced proficiency in Apple macOS Management, and Advanced proficiency in Cross-Team Collaboration are recommended.

You will have the opportunity to work independently and become a subject matter expert in IT and AV Troubleshooting. Your active participation and contribution in team discussions will be highly valued as you collaborate with your colleagues to provide solutions to work-related problems. Join our team and make a significant impact in ensuring the availability and smooth operation of our production systems.

What you will do:

• Proactively identify and resolve customer issues to ensure high levels of customer satisfaction

• Collaborate with cross-functional teams to troubleshoot and resolve complex technical problems

• Provide technical support and guidance to customers, ensuring timely and accurate resolution of their issues

• Contribute to the development and improvement of IT support processes and procedures

• Stay up-to-date with the latest technology trends and advancements in IT troubleshooting

• Assist with AV setups including meeting and event support and troubleshooting

• Provide support when required on the in office Solutions Bar overseeing walk up supports

• Provide support for IT and AV related queries and troubleshooting

• Drive incident and outage resolution and communication

• Utilising tools including Service Now, ensuring SLAs are met

• Assist with backend administration including asset tagging, auditing, and disposals

• Maintain data retention practices