Accenture

UKI Technology Services - Local Support Lead (BB-A8C31)

Found in: Talent UK

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Job Description UKI Technology Services - Local Support Lead Career Level: Specialist / Team Lead Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge. We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. “Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO Job profile: Responsible for the day to day operational management of the UKI Technology Support functions which provide Workstation Imaging, Application support, bespoke scripting and third line IT support for the workstation environment. Responsible for the day to day operational management of the Manchester, Leeds and Warwick Technology Support functions which provide first, second and third line IT support for the workstation environment. Reporting to the UK Support Lead, the UKI Workstation / Remote site Lead Specialist is responsible for: UKI Workstation Imaging / 3rd Line support Overseen the monthly image management release and updates Oversee escalated non BAU tasks to support wider CIO teams and client. Responsible for escalated non BAU tasks to support wider CIO teams and client. Lead development of scripts and applications to help automate efforts for both local and wider teams. Oversee non BAU technical projects to promote new technology Oversee compliance effort engineering function Investigate and Lead automation of tasks for teams using technology available. Engineering TSL management of remote sites, PC Upgrade FCS Day to day management of remote site local support and Workstation function engineers Performance, career development and succession planning of the local support team First and second line in country PC, MAC & Mobile support service provision Hardware Break/Fix & Software support Local product and service adoption drives RESPONSIBILITIES AND ACCOUNTABILITIES Operational Build Process Management • Provision of the final PC build. • Maintenance of effective procedures and controls to ensure consistency and quality of build process and customer interactions. Operational Image Management • Operational management of the UK PC software image deployment service, ensuring that the optimum performance and quality levels are maintained. • Ensure UK Workstation Images, Post Loads and relating documentation is updated and distributed to all relevant internal operation teams. • Management of a local UKI PC Change Control process for both PC hardware and software changes into our environment. • Third line level technical support provision to senior IT support engineers, • Management of customer escalations and problems relating to workstation image or build processes, • Subject matter expert and technical lead for bespoke customer groups requiring custom Microsoft Windows images, along with full automation for either client or internal projects. • Maintain effective working relationships with Ireland team counterpart to ensure UK and Ireland is consistent with image content, management (including processes) and deployment. General • Active participation in global team conversations to effectively drive UKI agenda, ideas and opportunities that could benefit other GU’s. • Ensure good working understanding of the wider ISA Technology Services teams structure and function. • Be aware of and understand our full suite of IT Services and costs, allowing effective discussions within wider team and with our customer base when required. • Proactively seek out, test and provide recommendations for new IT products or technologies that would benefit our local service provision and customer experience. • Lead and contribute towards continued process excellence and process initiatives within workstation environment. People Developer and Relationship Management • Effective team collaboration across our support teams both locally and globally through meetings, use of collaboration tools and shared repositories for sharing best practices and successful service delivery. • Effectively coach and develop direct reports within team. • Maintain effective working relationships with key internal teams, customer groups and external suppliers to ensure smooth and consistent running of the image management and build service. Asset Management • Update the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes. • Provide regular assistance where required to our enablement team for other asset management requirements in order to contribute to our overall asset management KPI’s. Finance • Be cost aware, ensuring focus is maintained in providing the right costed solutions for our customers. • Proactively suggest ways to ensure services remain cost efficient • Be aware of our cost recovery mode and ensure its correct use when delivering services Qualifications We are looking for experience in the following skills: Technical Skills Working Knowledge and demonstrated use of Microsoft deployment tools (ImageX, Sysprep, Windows ADK, WDS, MDT, DFS etc) Excellent knowledge of scripting tools to automate procedures (XML, VB etc) Working knowledge of Microsoft USMT Working knowledge and demonstrated use of Microsoft Windows Server 2012, Active Directory, SCCM/WSUS Thorough comprehensive working knowledge of Microsoft Windows operating system environment (Windows architecture to registry level) Working knowledge of Microsoft Office products and how these are implemented in image deployment Polished 3rd line technical troubleshooting skills Deployment and 2nd/3rd line troubleshooting knowledge of Apple operating systems GENERAL Standard work hours of 09:00 to 18:00 typically apply. However, a flexible working attitude is required when considering global teams and critical milestones within project delivery. Office based. A level of travel and working from other customer or client locations may be required from time to time. What’s in it for you At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! Standard work hours of 09:00 to 18:00 typically apply. However, a flexible working attitude is required when considering global teams and critical milestones within project delivery. Office based. A level of travel and working from other customer or client locations may be required from time to time. Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law. Closing Date for Applications 30/04/2021

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