Junior IT Support Engineer​/Service Desk Analyst

Service Desk Analyst

Accenture, recognized as Great Place To Work®, a leading global professional services company that helps the world's leading businesses, governments, and other organizations develop their core digital, optimize their operations, accelerate revenue growth, and improve services for citizens, creating tangible value at speed and scale. We are looking to incorporate a Service Desk Analyst for our Customer Technical Support team, where you will have the opportunity to actively and autonomously contribute, specializing in the management of IT services and technical support in productive environments.

The position is performed in Sevilla in a hybrid work model, working some days from home and others in the office where you can create interesting synergies with the rest of your team. It is essential to reside in Spain and have a work permit in Spain.

• Management of incidents and problems in productive environments using ITSM tools (Service Now or similar), including root cause analysis and coordination of resolution.
• Monitoring of systems using observability tools (such as Dynatrace, Grafana, Splunk or similar) to identify anomalies and performance trends.
• Coordination and follow-up of changes in production (Change Management), ensuring compliance with ITIL processes and validation of deployments.
• Operation and support of IT services (infrastructure, applications, and platforms) ensuring compliance with SLAs and defined KPIs.

• Execute incident management and outage management processes, ensuring the restoration of service in the shortest possible time.
• Analyze logs, metrics, and events to detect failure patterns and propose preventive improvements.
• Collaborate with development, infrastructure, and business teams to ensure the stability of productive environments.
• Document technical procedures, recurrent incidents, and applied solutions in corporate knowledge tools.

• Minimum 1 year of experience in Customer Technical Support in IT environments.
• Minimum 1 year of experience working with incident management tools (ITSM) such as Service Now, Remedy, or equivalents.
• Advanced level of English.
• Medium or higher degree in computer science, telecommunications, or related technical field, or equivalent university degree in such areas.
• Knowledge and experience in the use of generative artificial intelligence and AI tools applied to the job, in line with Accenture's commitment to responsible and effective use of AI.

• Experience in technical support in complex productive environments.
• Experience with monitoring tools such as Dynatrace, Grafana, Splunk, or similar.
• Experience in ITIL processes (incident, problem, and change management).
• Experience in quality analysis (QA) applied to IT services.
• Problem-solving skills in technical environments.
• Technical communication skills in multi-disciplinary teams.
• Data analysis and operational trends capacity.

At Accenture, a company recognized as Great Place To Work®, we advocate for a hybrid work model that, thanks to technology and our facilities, allows us to maintain the essential human connection to work with our teams and clients. A connection that allows us to maintain our culture of inclusion and diversity and be, according to Refinitiv, the most diverse company in the world.

Additionally, we offer other benefits such as:

• Health, life, and accident insurance
• Medical service and wellness programs
• Flexible compensation and stock purchase program
• Flexibility programs (hours, days off, vacations, etc.)
• Individualized training itinerary
• Sustainability programs and Accenture Foundation
• Diversity employee network
• Other benefits:
  Bankinter office with special conditions and profit sharing