UKI AV Support Senior Analyst

Reporting to the Local Support Team Lead the Support Senior Analyst provides workstation IT Implementation services together with first and second (hardware and software) line support to Accenture personnel ensuring that quality issues are flagged and investigated as well as performing incident and problem management of recurring incidents. The role will link in with various other teams within the UKI LTS organisation.

RESPONSIBILITIES AND ACCOUNTABILITIES

Operational Local Support Activities

• Respond to and resolve in person first and second line IT incidents logged via direct walk up or via global IT Service Desk.
• Deliver effective incident queue management via current call logging toolsets.  Prioritise ticket resolution workload on predefined Service Level Agreements with proactive and timely status updates until resolution.
• Act as a key technical escalation point, providing guidance and support for more junior members of the team, take a lead in driving resolutions for IT problems, linking in with relevant teams where required.
• Produce regular incident reporting statistics, analysing trends and using information to identify problems or service improvements.
• Perform PC upgrades using defined internal processes, including data backups and restore.
• Provide IT support for events such as new joiner inductions, VIP meetings and other events where required.
• Maintain good knowledge of all PC hardware models in the environment, including specifications and internal customer PC model eligibility criteria.
• Act as the dedicated point of contact for selected premium support customers.
• Support internal bespoke support environments where requested.
• Regularly review processes, propose and implement improvements with necessary approvals to ensure processes remain relevant.
• Assist Technology Support infrastructure team as on-site point of contact for remote hand support requirements.
• Act as a technical resource for key technology projects when required.
• Act as a trusted security champion to ensure Accenture continue to meet and exceed our internal security and compliance goals.

Technology Support, Maintenance & Management

• Act as an AV Cyviz subject matter expert (SME) to ensure dynamic and innovative use of the Cyviz AV installations for business as usual and special events
• Provide ongoing support of the Cyviz Megascreen installations and associated environments.
• Create and maintain pre-event checklists for all AV enabled spaces.
• Proactively test and make sure all systems are online and operational.
• Set up and install additional equipment as required for the AV offering (video screens, video monitors, connecting wires and cables, sound speakers etc.) for events and functions.
• Ensure equipment is installed and managed according to its designated layout.
• Monitor speakers to ensure playback quality.
• Test and resolve equipment issues.
• Diagnose and correct media system problems.
• Send in equipment for repairs as needed.
• Clean audio and video equipment and store properly.
• Ensure the safe transfer and shipment of equipment.
• Maintain inventory of equipment.
• Liaise with the wider UKI LTS team for asset management policies and disposals.
• Have a basic understanding of the capital spend associated with AV technology, including Depreciation and Interest and asset write offs, working with the program and change function.
• Maintain an active curiosity in AV technology (both present and upcoming) in order to advise and support with requests or queries around new technology

Customer Relationship Management

• Build effective relationships with customers, actively seeking out and responding to feedback in order to deliver a high level of customer service.
• Assisting in the planning and delivery of customer education sessions to help promote the knowledge and use of AV technologies
• Provide support for Events across the Ireland estate
• Work closely with the wider LTS and Workplace teams ensuring effective relationships are built and maintained.
• Work with customer representatives to capture requirements in order to develop knowledge of the client requirements and desired service levels.
• Develop, document and implement resolutions for recurring incidents or problems.
• Maintain a current knowledge and understanding of features, functionality and performance of existing and planned AV display technologies through independent research and by utilizing available vendor resources as appropriate.
• Be knowledgeable of the wider AV conferencing offerings within the CIO suite of offerings (Skype for Business & Cisco Video Conferencing) as well as collaboration technologies t