IT Helpdesk Support Analyst

@ Accenture

About the IT Helpdesk Support Analyst Role

This contractor opportunity is for an IT Helpdesk Support Analyst based onsite in Tallahassee, FL. You will be the frontline support professional responsible for assisting end-users via phone, email, chat, and other channels. The role requires strong communication skills, attention to detail, and the ability to adapt to shifting project needs and priorities.

Key Responsibilities

• Respond to calls, emails, voicemails, and chats.
• Monitor helpdesk ticket Service Level Expectations and escalate as needed.
• Create and maintain process documentation and templates.
• Identify issue trends and support process improvements.
• Adhere to quality assurance standards and contractual requirements.

Collaboration Tools & Platforms

• ServiceNow (1+ years preferred)
• Ariba on Demand (1+ years preferred)
• Microsoft Office Suite (2+ years preferred)
• Standard communication channels: phone, email, voicemail, chat

Qualifications

• High School Diploma required
• Minimum 2 years of customer service experience
• Minimum 2 years of oral and written communication experience
• Expert proficiency in Customer Service Management
• Onsite work arrangement

How to Apply

Register and submit your resume at Avature Contractor Exchange. Qualified candidates will be contacted by Accenture’s Direct Sourcing team for initial screening, then by BCforward for next steps.

Compliance & Additional Information

This role is managed through a third-party payroll supplier (BCforward) and does not offer Accenture employee benefits. Candidates must have valid work authorization and meet all compliance requirements as stated.

Key skills/competency

• Customer Service
• Helpdesk
• Ticket Resolution
• ServiceNow
• Documentation
• Communication
• Process Improvement
• Escalation
• Technical Support
• Microsoft Office