Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.
As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges.
You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.
Role Objective:
To provide exceptional first-line technical support to internal or external users. You will be responsible for triaging, diagnosing, and resolving incidents and service requests related to hardware, software, and network connectivity, ensuring all issues are documented and resolved within agreed Service Level Agreements (SLAs).
Key Responsibilities:
Incident Management: Act as the primary point of contact for phone, email, and chat support. Log all interactions in the ITSM tool (e.g., ServiceNow, Zendesk, or Jira).
Technical Troubleshooting: Diagnose and resolve issues involving Windows/macOS, Microsoft 365, Active Directory (password resets, group memberships), and VPN connectivity.
Hardware Support: Assist with the setup, configuration, and basic repair of laptops, mobile devices, printers, and peripherals.
Request Fulfillment: Process standard requests such as software installations, account provisioning (onboarding/offboarding), and access permissions.
Escalation: Identify complex issues that require specialized attention and escalate them to Tier 2 or Tier 3 teams while maintaining ownership of the user communication.
Knowledge Management: Contribute to and maintain the internal Knowledge Base (KB) by documenting new solutions and workarounds.