Service Desk Analyst 6598996

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.

 

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges. 

 

You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.

 

Key Responsibilities:

The Level 1 Service Desk Engineer is the first point of contact for end-user incidents and service requests. The role delivers timely, courteous, and accurate support using approved knowledge articles and standard procedures, resolves common issues at first contact whenever possible, fulfils authorized requests, maintains complete ticket records, and escalates issues that require advanced technical investigation.

• Receive contacts by phone, email, portal, and approved support channels; verify user details and establish the nature, urgency, and business impact of the issue.
• Log, categorize, prioritize, update, and close incidents and service requests accurately in the designated ITSM platform.
• Provide first-contact troubleshooting for laptops, desktops, mobile devices, printers, peripherals, operating systems, Microsoft Office applications, VPN, remote access, and basic network connectivity.
• Support common Microsoft 365 issues involving Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications using approved procedures.
• Perform authorized password resets, account unlocks, multifactor authentication assistance, basic group membership updates, mailbox access requests, distribution list changes, and license requests.
• Support device enrollment, standard software installation, basic compliance checks, Windows Autopilot activities, and common Microsoft Intune or JAMF issues within documented procedures.
• Provide BitLocker recovery assistance and execute other approved endpoint and access requests within assigned permissions.
• Use knowledge articles, scripts, standard operating procedures, and remote-support tools to maximize first-contact resolution.
• Communicate clearly with users, set expectations, provide status updates, and confirm restoration or request completion before closure.
• Escalate unresolved, complex, high-impact, security-related, or out-of-scope issues to Level 2 or the appropriate resolver group with complete diagnostic details.
• Maintain ticket ownership through handoff and follow up as required to support a positive user experience.
• Identify knowledge gaps, recurring issues, and potential service improvements; submit updates for review.
• Monitor assigned queues, aging, backlog, service-level targets, first-contact resolution, reopened tickets, and customer satisfaction.
• Follow client security, privacy, access, incident, request, knowledge, and acceptable-use policies.
• Participate in knowledge transfer, shadowing, reverse shadowing, readiness validation, and 24x7x365 shift coverage as assigned.

 

This role requires 1-2 days a week on-site in Evanston, IL and shift work as assigned between the hour of 7 am - 7 pm CST.

Basic Qualifications:

• A minimum of 1 year of experience in a Service Desk, help desk, desktop support, technical support, customer support, or managed services environment.
• A minimum of 1 year of experience with Microsoft Windows, Microsoft 365 applications, endpoint devices, printers, peripherals, VPN, remote access, and basic network connectivity.
• A minimum of 1 year of experience supporting Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft Entra ID, Microsoft Intune, Active Directory, and multifactor authentication.
• A minimum of 1 year of experience using ServiceNow or a comparable ITSM platform to log, categorize, prioritize, update, escalate, and close incidents and service requests.
• High School Diploma or GED

 

Preferred Qualifications:

• Ability to follow knowledge articles, scripts, standard operating procedures, security controls, and escalation processes accurately.
• Strong customer-service, communication, active-listening, troubleshooting, documentation, time-management, and organizational skills.
• Ability to manage multiple tickets, meet service-level targets, maintain attention to detail, and work effectively in a 24x7 support environment.
• Ability to recognize security concerns, protect confidential information, and escalate suspected incidents in accordance with approved procedures.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We anticipate this job posting will be posted until 12/05/2026.

 

Accenture Flex offers a market competitive suite of benefits including medical, dental, vision, and long-term disability coverage, a 401(k) plan, and paid time off. See more information on our benefits here:

Accenture Flex Jobs

 

Role Location Hourly Salary Range

California $35 to $40

Colorado $35 to $40

Connecticut $35 to $40

District of Columbia $35 to $40

Illinois $35 to $40

Maine $35 to $40

Maryland $35 to $40

Massachusetts $35 to $40

Minnesota $35 to $40

New York $35 to $40

New Jersey $35 to $40

Ohio $35 to $40

Virginia $35 to $40

Washington $35 to $40

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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