Service Desk Specialist / IT Operations / Automation & AI

Description

Accenture, recognized as a Great Place To Work®, is a global leader in professional services that helps leading enterprises, public administrations, and other organizations worldwide develop their digital core, optimize operations, accelerate revenue growth, and improve citizen services—delivering tangible value at speed and scale. We are currently seeking professionals with varying levels of experience and skills to join our **Service Desk** team, where IT support, data analysis, process automation, and AI-driven technical support and customer service operations converge. This position is based in Seville under a hybrid work model—working some days remotely from home and others on-site at the office, enabling you to build meaningful synergies with your team. Residency in Spain and valid Spanish work authorization are mandatory. **Responsibilities:*** Resolve L1/L2 technical incidents using ITSM tools (ServiceNow, Remedy, or equivalents), ensuring adherence to defined SLAs and KPIs. * Develop operational dashboards and reports using Power BI, including data modeling and automated reporting. * Implement process automations via scripts (Python, PowerShell) and automation/AI tools. * Monitor systems, analyze incident trends, and propose continuous improvements to support operations. **Key Accountabilities:*** Manage and prioritize tickets to ensure compliance with service-level agreements and resolution quality. * Coordinate operational tasks and, where applicable, supervise Level 1 support teams—including productivity and quality tracking. * Design and maintain data analytics solutions aimed at measuring Service Desk efficiency. * Identify automation opportunities leveraging AI and digital tools to optimize support processes. * Collaborate with technical and business teams to enhance end-user experience. Familiarity with generative AI and AI tools applied to this role is required, aligned with Accenture’s commitment to responsible and effective AI adoption. **Mandatory Requirements:*** Minimum experience in Service Desk or IT support environments (1–6 years) * Experience with ITSM tools (ServiceNow, Remedy, or similar) * Experience in data analysis and reporting with Power BI * Experience resolving technical incidents in Windows environments, basic networking, and corporate applications * Minimum English proficiency level: B2\. * Vocational or university degree in Computer Science, Telecommunications, or a related technical field—or an equivalent university qualification in such areas. **Preferred Qualifications:*** Experience in automation using Python, PowerShell, or other programming languages * Experience in AI-driven projects for operations or support * Prior experience in supervisory or team coordination roles * Certifications in ITIL, Power BI, Azure, AWS, or other relevant technologies * Experience in technology-based customer support or contact center environments * Knowledge of monitoring and operational analytics tools At Accenture—a company recognized as a Great Place To Work®—we champion a hybrid work model that, empowered by technology and our facilities, enables essential human connection with our teams and clients. This connection sustains our inclusive and diverse culture—and according to Refinitiv, makes Accenture the most diverse company in the world. In addition, we offer other benefits such as:* Health, life, and accident insurance * Medical services and wellness programs * Flexible compensation program and stock purchase plan * Flexibility programs (flexible hours, additional leave days, vacation scheduling, etc.) * Personalized learning and development path * Sustainability initiatives and Accenture Foundation programs * Employee networks promoting diversity * Other benefits: Special conditions at Bankinter branches and profit-sharing