Service Desk Analyst

As we are operating in a rapid changing and developing IT Cloud world, we are constantly looking for talent to strengthen our team for this journey. If you want to grow to your maximum potential and get the best out of yourself with respect to knowledge development, team building and working with, and for the top 500 companies than this opportunity is for you!

The work

We are seeking for a flexible and dedicated person to technically support several clients. Analyzing and solving issues will be your main responsibility next to acting as bridge with our senior technical support teams. As we are a shared Service Delivery team you will act as the first point of contact for the client’s users. Because of this model you’ll have the opportunity to experience multiple clients.

In this role you will be effectively communicating with users to collect necessary information for issue resolving, translate technical terminology into user-friendly language and vice versa and collaborate closely with our technical teams to escalate and resolve complex issues. You will mainly use Microsoft O365, therefore knowledge regarding this tool is required. Aside from incident resolving, you’re responsible for fulfilling small service requests, participate in reporting and perform data analysis to continuously improve our service. Your efforts will contribute to the client satisfaction and efficiency of the support organization. While working with new technologies and in different environments you will build up skills and knowledge that you can use to grow your career into consultancy and project delivery.

As some projects have a 24x7 support model, mostly on standby for calamities, you will have to participate in a certain rotation scheme. Effectively everyone has a shift once in 7-8 weeks, wherein the shifts can vary from 06:00 until 17:00 or from 11:00 until 20:00. Planning of this will meticulously take place considering personal agendas and mutual agreement. Of course, it will bring additional financial benefits.

The company

Through unmatched industry experience, leading technologies from our ecosystem partners and startups, and the largest delivery network in the world, Accenture provides a powerful range of capabilities that can be tailored to cater for our clients most complex business needs. With over 100 innovation hubs deployed around the world, Accenture supports continuous innovation at speed and at scale for our clients so they can outpace their peers. We bring innovation intelligence and industry experience together with the newest technologies to help clients innovate at scale and transform, their businesses.

The Team

The Service Delivery team is a dynamic and innovative technology team that specializes in providing cutting-edge solutions to meet the continuously changing and growing needs of our clients. We deliver exceptional IT support services while incorporating elements of project management and consulting. With a strong focus on collaboration and continuous improvement, we are the ‘front door’ for our customers.

To enable the team in this, we value our engaged employees and strong team therefore we invest in growing and maintaining this. We have regular in person meetups with fun activities, have a strong focus on personal learning and development and include the full team in all our teams’ developments and activities. Persons in the team are taking an active role in building it.

Technology

Our clients work in a dynamic and digitalized world with decentralized services and multiple vendors across a variating mix of industries. While Accenture is delivering projects at these clients, we can also provide IT support. Technologies used are Microsoft O365, Intune, Autopilot, Azure (DevOps), ServiceNow, etc. The IT support within our clients is based on, and will make use of the ITIL v3/ ITIL v4 framework, Scaled Agile Framework, Prince II, DevOps, etc.