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Desktop Support Analyst (Cloud Technical Support)


This is a Contract position in Toronto, ON posted October 26, 2021.

Job: Software Application – Cloud Tech Support/Desktop AnalystLocation: Ottawa, ON

Local Technology Support (LTS) professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

Role Description:

Customer Service professionals build on a customer-centric service strategy to deliver foundational organization, business process, and technology capabilities required to deliver an optimal customer service.

The Technology Support: Local (LTS) Canada Desktop Support associate reports directly to the LTS Canada / Ottawa Lead and the Canada GU-ITI Lead and has the following responsibilities:

  • Provide workstation support services to personnel situated in the Ottawa GS and HDS Offices
  • Assist a specific New Joiner Team in supporting large New Joiner Orientation sessions (US/Canada combined) using chat support via teams/Outlook Shared Mailbox and remote support tools (Log Me In Rescue)
  • Develop and maintain proficiency in CIO standard tools, including (but not limited to) incident (Service Now) and asset tracking (FNMS) systems, and software and hardware upgrade methodologies.
  • Support the life cycle of the workstation infrastructure to include installations, implementations, operations and support, service and decommissioning of all specified desktop, laptop and telephony elements.
  • Work to minimize the impact of service disruption to customers and clients during outage situations.
  • Interact with customers and leadership in order to understand their needs and maintain business relationships.
  • Work to ensure that corporate workstation standards are maintained.
  • Work to ensure that standard Accenture asset management procedures are followed.
  • Interface with vendors and internal/external groups in order to support the workstation environment.
  • Create documentation outlining specific workstation management processes/procedures.
  • Participate in workstation-related projects/initiatives.
  • Standard work hours of 08:00 to 5:00 or 9:00 – 6:00 typically apply.  However, a flexible working attitude is required when considering critical milestones within project delivery.
  • Periodic Overtime might be required
  • Office based. Travel to other locations is rare but may be required from time to time.