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—creating 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. The role 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 work authorization in Spain are mandatory. **Responsibilities:** * Resolution of Level 1/L2 technical incidents using ITSM tools (ServiceNow, Remedy, or equivalents), ensuring adherence to defined SLAs and KPIs. * Development of operational dashboards and reports using Power BI, including data modeling and automated reporting. * Implementation of process automations via scripts (Python, PowerShell) and automation/AI tools. * System monitoring, incident trend analysis, and proposal of continuous improvements to support operations. **Accountabilities:** * Management and prioritization of tickets to ensure compliance with service-level agreements and resolution quality. * Coordination of operational tasks and, where applicable, supervision of Level 1 support teams—including productivity and quality tracking. * Design and maintenance of data analytics solutions aimed at measuring Service Desk efficiency. * Identification of automation opportunities using AI and digital tools to optimize support processes. * Collaboration with technical and business teams to enhance end-user experience. Proficiency and hands-on experience with generative AI and AI tools applied to this role are 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. **Desirable Requirements:** * Experience in automation using Python, PowerShell, or other programming languages. * Experience in AI projects applied to operations or support. * Prior experience in supervisory or team coordination roles. * Certifications in ITIL, Power BI, Azure, AWS, or other relevant technologies. * Experience in technological customer support or contact center environments. * Knowledge of operational monitoring and 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 when collaborating with our teams and clients. This connection sustains our inclusive and diverse culture—and, according to Refinitiv, makes us the most diverse company in the world. Additionally, we offer the following benefits: * Health, life, and accident insurance * Medical services and wellness programs * Flexible compensation program and stock purchase plan * Flexibility programs (flexible hours, additional days off, vacation planning, etc.) * Personalized learning and development path * Sustainability initiatives and Accenture Foundation programs * Employee resource groups focused on diversity * Other benefits: Special terms at Bankinter branch and profit-sharing
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
