IT Customer Service Representative - Chicago, IL

Job description

Career Track: Client Delivery & Operations
Role: IT Customer Service Representative
Location: Chicago, IL

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Job Summary:

The Desk Side Support Office Lead/Supervisor has overall responsibility for all technologists within their office(s) and is responsible for coordinating and supervising the support team. The main responsibility is to ensure that service levels in the corresponding location/offices are maintained or improved. The Office Lead/Supervisor should identify and escalate risks that may impact the level of service acting as soon as possible to minimize/reduce the impact on customers. The Office Lead/Supervisor must implement all local and global defined procedures to cover the scope of services.

Key Responsibilities:

Team Management
· Supervise daily operations of Desk Side Support Team within area of responsibility.
· Submit feedback for all team members.
· May perform the annual review for each Counselee on the team.
· Conducts the work planning and task prioritization for the team.
· Provides guidance and shares knowledge with team members.
· Ensure that each employee has clear and defined roles and responsibilities and measurable performance criteria.

Desired profile

Qualifications :

Basic Qualifications
·  Minimum of 4 years of experience Customer Support
·  Minimum of 4 years of experience with Workstation software & hardware configurations and testing
·  Minimum of 2 years of experience with Project planning and deployment
·  Minimum of 1 years experience Supervising a customer support team

Professional Skill Requirements

Customer Support Skills
·  Customer support principles
·  Customer support procedures
·  Incident documentation
·  Incident management
·  ITIL Understanding

Technical and Infrastructure Skills
·  Hardware and software configuration
·  Hardware and software troubleshooting
·  Hardware repair
·  Workstation networks configuration
·  Basic network concepts
·  Voice/Mobile concepts
Proficiency Skills
·  Decision making
·  Good oral and written communication
·  Issue identification analysis and solving
·  Negotiation with clients/customers
·  Teamwork and collaboration
·  Work planning/estimating
·  Ability to multitask

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.