Service Desk Engineer - Glasgow

Position: Service Desk Support Engineer – Senior Analyst
Location: Glasgow
Travel/Mobility Requirement: Flexibility to travel to client sites as required

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.

Responsibilities

• Deliver high‑quality IT support service in line with targeted SLA's with professional ticket handling in the company's CRM system and excellent communication with end‑users. Ability to work under pressure in a fast‑paced environment.
• Possess strong customer service, analytical, and problem resolution skills.
• Strong communication skills; Excellent English (Written and spoken).
• Ability to be empathic and sympathetic to our users.
• Capturing all interactions and ticket resolutions within our ticketing system ServiceNow to aid trending and continual service improvements.
• Categorizing tickets based on ITIL principles (Incidents and Service Requests).
• Taking ownership of customer issues ensuring the tickets are resolved within a timely manner.
• Troubleshooting issues remotely which may include issues with Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers.
• Responsible for daily activity management including activities covering backup services, raising/resolving issues with the backup jobs.
• Looking to resolve a high volume of calls at first point of contact.
• Escalate tickets to our deskside support teams where a remote resolution is not possible.
• Reviewing and implementing user, server and network change requests.
• Follow high severity and major incident procedures.
• Collecting necessary information to elevate tickets to the relevant support teams when necessary.
• Contribute to the knowledge base when new work instructions or fixes are identified, in our ticketing tool to be customer specific or generic.
• Familiar with Intune device management.

Requirements

• Good technical understanding and experience.
• Able to cope with multiple problems in a calm and professional manner.
• Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS).
• Good verbal communication skills.
• Work well in a team and enjoy helping others.
• Friendly and approachable.
• Precision, professionalism, perfectionism, flexibility, passion for new technologies and a pragmatic approach.
• Flexibility in working hours is vital to this position: You will be required to work in a rotating shift pattern.
• Occasional travel to customer sites in UK and Ireland may be required.

Desirable

• Working knowledge of ITIL processes.
• Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server.

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! Flexibility and mobility are required to deliver this role as there may be requirements to spend time onsite with our clients and partners.

About Accenture

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. We combine unmatched experience and specialized capabilities across more than 40 industries—powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises.

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. Accenture reserves the right to close the role prior to this date should a suitable applicant be found. Closing Date for Applications: 31/05/2026

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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