Health and Public Service - Help Desk Analyst

Description

Organization: Public Service

Location: Rosslyn, VA

The Health & Public Service operating group serves health organizations, government agencies, institutions and nonprofit organizations worldwide providing a broad range of consulting, technology, system integration and business processing services.

Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.

Job Description:

The Help Desk Analyst provides phone support to users and applications and works with client Help Desk to receive and resolve user issues.

Primary Responsibilities:

Analyze and troubleshoot technical issues impacting fingerprint scanners, printers, cameras, and associated workstations
Identify possible system anomalies and reporting/escalating to management or support teams for resolution
Coordinate troubleshooting among multiple internal and external stakeholders
Provide phone support to users and applications
Coordinate with other associated application help desks to receive and resolve user issues
Provide trouble call response within 15 minutes of receipt, 90% of the time
Use the client-specified automated system tracker tool (currently Remedy) for logging and tracking all trouble reports, and producing statistical data to reflect help desk use
Develop weekly status report
Assist the Help Desk Lead in implementing enhancements to improve the performance and / or functionality of the Help Desk

Qualifications

Basic Qualifications:

2 years Help Desk experience
Bachelors degree or additional 4 years Help Desk experience

Preferred Skills:

Client interfacing experience

Position Requirements:

5-day workweek Tuesday - Saturday 1:00p - 9:30pm some holiday work as well (either on an overtime or compensatory time basis.) On-call approximately 1 night every 8 days.

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These roles require U.S. Citizenship due to Client Clearance requirements.

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

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

Accenture is an Equal Opportunity Employer.