Remote Helpdesk Support Associate

ACCENTURE's Flexible Workforce solves clients’ toughest challenges by providing cross-industry expertise, unmatched innovation, World-class tech and talent. We help bring it all together to deliver tangible business outcomes for our clients with contractors and our extended workforce opportunities. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work for and Diversity Inc’s Top 50 Companies for Diversity lists. And that's just the beginning. Now is the perfect time for you to consider opportunities through our Flexible Workforce. What's In It For You: Collaborate with a diverse network of people. Actively deliver innovative solutions for Accenture's clients. Apply your skills and experience to help drive business transformation. Work locally or remotely, significantly reducing or eliminating the demands to travel. Hybrid in San Antonio, TX Project Description: Help Desk Support - Provides first level support for resolution of customer’s incidents. Responsibilities: Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours. Receives and logs customer problem/request/issues and ensures proper documentation. Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate otherwise contacts Level I Service Desk Consultant to assist. Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement by documenting all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues. Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention. Performs follow up on all incidents with customer to ensure customer satisfaction. Develops and maintains knowledge of the problem tracking software and database. Develops and maintains knowledge of customer and customer specific business environment. Develops and maintains an understanding of customer Service Level Agreements. Develops and maintains technical skills and understanding of supported clients with the IO Service Desk to achieve problem resolution goals. Participates in operational readiness testing for new business transition activities as required. Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism Works independently with general supervision and maintains a high degree of professional conduct at all times Other duties as assigned by supervisor/manager. Must-have-skills: 2+ years of Help Desk Support 2+ years Technology Experience Microsoft Office 365 Microsoft Office Troubleshooting Experience with an incident tracking system Bonus Points If You Have: Experience with ServiceNow Experience with remote desktop software Keywords: O365, Customer Service, MS Office Troubleshooting, Quality Assurance, Technical Support, ServiceNow What We Believe We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here Equal Employment Opportunity Statement Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities. 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. Accenture is committed to providing veteran employment opportunities to our service men and women. For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement Requesting An Accommodation for this specific opportunity Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are going to be placed on an Accenture project and require accommodation to perform the essential functions of the opportunity, you will be asked to participate in our reasonable accommodation process as it relates to the initial interview process and for ongoing support, you will need to consult your supplier as their reasonable accommodation process if an offer is extended. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter. Other Employment Statements Applicants for placement consideration 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. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

Salary : $39,000 - $62,000