Tech Support Senior Analyst - Los Angeles - 6484541

We Are:Accenture is a global professional services company specializing in Information Technology Services and Management Consulting. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy, Interactive, Technology, and Operations services, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With more than 700,00 employees focused on delivering the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at www.accenture.com.You Are:

Even technology companies need tech support. You know, someone to keep things running smoothly - both behind-the-scenes and customer facing. This is where you come in. The backbone to our backbone. LTO is looking for a motivated Analyst to provide high value services to our customers adding value and efficiency in their use of technology. We find the right solutions and enable high performance.

At Accenture we’ve created amazing spaces called Solution Bars where customers can find a team of IT support advisors - a one stop shop to find the answers you are looking for.

We envision, advise, fix, train, create, innovate, and collaborate with hyper speed and scale. The driving force behind it all? Our people.

RESPONSIBILITIES AND ACCOUNTABILITIES:

Operations

• Influence the customer experience for technology interactions in the local office to ensure that technology supports business objectives. Take ownership for individual customer interactions.

• Management of effective operational IT incident, problem and service requests, successfully driving resolution and root cause analysis within SLA’s, liaising with wider teams both local and global where necessary.

• Provision of IT support for events such as new joiner inductions, VIP meetings and videoconference events when required.

• Provision of IT support where needed for custom requests as directed.

• Ensure knowledge of product and services delivered from area of responsibility.

• Demonstrate an understanding of core CIO IT Products and Services. Understand and communicate product and service use cases (who should use the product and why).

• Proactively suggest ways to ensure services remain cost efficient.

• Gather feedback on products and services and escalate to leadership.

Asset Management

• Effectively manage technology assets, ensuring compliance with asset management policies, processes and requests.

• Update and maintain the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes.

• Manage Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service operations and business requirements.

Customer Service and Relationship Management

• Build effective trust-based relationships and act as the Technology Services customer champion in all respects to deliver customer excellence

• Build good trust-based relationships with key customers & customer groups. Ensure that two-way feedback is maintained relating to our products, services, and current customer priorities. Work with these contacts to identify opportunities for service improvements.

• Proactively seek opportunities to meet or exceed the quality and consistency of service delivery to meet the customer needs, escalating as necessary

• Ensure effective local team collaboration across Technology Services and Geographic Services

• Ensure adherence to Accenture performance management process.

This role may require some after hours or weekend work for maintenance activities that cannot be completed during office hours. This role may require a minimum amount of local travel.

This role is 100% onsite at our office in Los Angeles

What You'll Need:

• Minimum 3 years of experience with Customer Technical Support

• Minimum 3 years of experience with Customer Experience Management.

• Minimum 3 years of experience in Service Desk or Desktop Support

• Minimum 3 years of experience working with ITIL software such as Service Now or Remedy

• Minimum 3 years of experience hands on experience with Microsoft Windows 10, Windows 11, OSX and 0365 support

• Strong communication skills to interface with non-technical stakeholders, senior leadership and executives

• High School Diploma or GED

Bonus Points If:

• Comp TIAA Certifications

• ITIL Foundations Certification

• Customer Satisfaction experience

• Quality Assurance (QA) experience

• Technical degree or certifications

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.We anticipate this job posting will be posted until 10/29/2026.Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

U.S. Employee Benefits | Accenture (https://www.accenture.com/us-en/careers/local/benefits)

Role Location Hourly Salary RangeCalifornia $26.39 to $63.13Colorado $26.39 to $54.52Connecticut $26.39 to $54.52District of Columbia $28.08 to $58.08Illinois $24.42 to $54.52Maine $22.45 to $46.44Maryland $26.39 to $54.52Massachusetts $26.39 to $58.08Minnesota $26.39 to $54.52New York $24.42 to $63.13New Jersey $28.08 to $63.13Ohio $24.42 to $50.48Virginia $24.42 to $58.08Washington $28.08 to $58.08

Requesting an Accommodation

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