IT Customer Service Analyst

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.   Join Accenture Federal Services to do the work you love in an inclusive, collaborative, and caring community, where you can be empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.   Join us to drive positive, lasting change that moves missions and the government forward!  

You are:

The IT Customer Service Analyst will provide support for resolution of customer IT and Functional Business problems, incidents, issues, requests and queries, particularly within identified areas of specialization and demonstrated skillsets. Liaise with other support teams or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents and tasks. Focus on customer contact, not transaction processing. Work tickets escalated from junior techs in an expedited manner. Approve escalations to Tier 2/3 teams as needed. Hours are primarily 8AM-8PM, Monday-Friday, but the Service Desk is 24x7. Flexibility may be required. Overtime is generally limited.

Here's what you need:

• Minimum 2 years' experience working in customer support
• Proven ability to work independently and as a team member
• Excellent customer service skills
• Excellent communication (oral and written) and interpersonal skills
• Excellent organization, multi-tasking, and time-management skills
• Strong attention to detail
• Comfortable in a fast-paced environment subject to rapid change and ambiguity

Bonus points if you have:

• ITIL certification
• Experience interacting with people from various parts of an organization and external vendors
• Experience in a virtual work environment
• Experience with call center and ticketing systems
• Previous work on US Federal engagements

Compensation for roles at Accenture Federal Services varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience. As required by local law, Accenture Federal Services provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York, or Washington State as set forth below and information on benefits offered is here.   

Role Location: Range of Starting Pay for role:

California: $47,000-$89,200

Colorado: $47,000-$77,200

New York: $45,500-$89,200

Washington State: $52,500-$82,100

  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 Federal Services 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 Federal Services 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.    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  Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities