Accenture is a leading global professional services company that provides a vast range of services in strategy, consulting, technology, and operations. With a workforce of over 700,000 people serving clients in more than 120 countries, it is a powerhouse in digital transformation, cloud services, and cybersecurity. The company is recognized for its massive scale and its ability to integrate business and technology to drive value for the world's largest organizations.

In Spain, Accenture is one of the largest private employers in the professional services sector, maintaining a significant presence across several regions including Madrid, Barcelona, and Málaga. The company is highly attractive to international professionals due to its diverse project portfolio, multicultural teams, and structured career development paths. It frequently recruits for specialized roles in Industry X, Salesforce, and cloud engineering, often serving as a major entry point for foreign talent into the Spanish corporate landscape.

Originally the consulting arm of Arthur Andersen, the firm became independent in 1989 as Andersen Consulting. It officially rebranded to Accenture in 2001 and has since grown into a global leader through organic growth and hundreds of strategic acquisitions.

Junior IT Support Engineer / Service Desk Analyst

Accenture

This job was originally posted in Spanish and automatically translated to English.

Job Description

Accenture, recognized as a Great Place To Work®, is a leading global professional services company that helps the world's leading businesses, public administrations, and other organizations develop their digital core, 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 profile for our Customer Technical Support team, where you will have the opportunity to contribute actively and autonomously, specializing in IT service management and technical support in production environments.

The position is based in Sevilla under 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.

Functions to be performed:

Management of incidents and problems in production environments using ITSM tools (ServiceNow or similar), including root cause analysis and resolution coordination.
System monitoring using observability tools (such as Dynatrace, Grafana, Splunk, or similar) to identify anomalies and performance trends.
Coordination and tracking 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 defined SLAs and KPIs.

Responsibilities:

Execute incident management and outage management processes, guaranteeing the restoration of service in the shortest time possible.
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 production environments.
Document technical procedures, recurring incidents, and applied solutions in corporate knowledge tools.

Essential Requirements:

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 ServiceNow, Remedy, or equivalents.
Advanced level of English.
Intermediate or higher vocational degree in informatics, telecommunications, or a related technical area, or an equivalent university degree in these areas.
Knowledge and experience in the use of generative artificial intelligence and AI tools applied to the workplace are required, in line with Accenture's commitment to the responsible and effective use of AI.

Desirable Requirements:

Experience in technical support in complex production 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.
Communication skills in technical environments with multidisciplinary teams.
Ability to analyze data and operational trends.

At Accenture, a company recognized as a Great Place To Work®, we believe in 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:

Medical, Life, and accident insurance
Medical service and wellness programs
Flexible remuneration program and stock purchase
Flexibility programs (hours, days off, vacations...)
Individualized training itinerary
Sustainability programs and Accenture Foundation
Employee network for diversity
Other benefits: Bankinter Office with special conditions and profit sharing

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against for their differences. All employment decisions will be made regardless of age, race, creed, color, religion, sex, national origin, ancestry, disability, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship, or any other criteria protected by applicable law. Our rich diversity makes us more innovative, competitive, and creative, which helps us better serve our clients and communities.

View original advert (Spanish)

Accenture, reconocida como Great Place To Work®, una compañía líder mundial en servicios profesionales que ayuda a las principales empresas, administraciones públicas y otras organizaciones del mundo a desarrollar su core digital, optimizar sus operaciones, acelerar el crecimiento de sus ingresos y mejorar los servicios para los ciudadanos, creando valor tangible a velocidad y escala.

Buscamos incorporar un perfil Service Desk Analyst para nuestro equipo de Customer Technical Support, donde tendrás la oportunidad de contribuir de forma activa y autónoma, especializándote en la gestión de servicios IT y soporte técnico en entornos productivos.

El puesto se desempeña en Sevilla en un modelo de trabajo híbrido realizando algunos días desde tu casa y otros en la oficina donde podrás crear interesantes sinergias con el resto de tu equipo.

Es imprescindible residir en España y tener permiso laboral en España.

Funciones a realizar:

Gestión de incidentes y problemas en entornos productivos mediante herramientas ITSM (ServiceNow o similares), incluyendo análisis de causa raíz y coordinación de resolución.
Monitorización de sistemas mediante herramientas de observabilidad (como Dynatrace, Grafana, Splunk o similares) para identificar anomalías y tendencias de rendimiento.
Coordinación y seguimiento de cambios en producción (Change Management), asegurando cumplimiento de procesos ITIL y validación de despliegues.
Operación y soporte de servicios IT (infraestructura, aplicaciones y plataformas) asegurando el cumplimiento de SLAs y KPIs definidos.

Responsabilidades:

Ejecutar procesos de incident management y outage management, garantizando la restauración del servicio en el menor tiempo posible.
Analizar logs, métricas y eventos para detectar patrones de fallo y proponer mejoras preventivas.
Colaborar con equipos de desarrollo, infraestructura y negocio para asegurar la estabilidad de los entornos productivos.
Documentar procedimientos técnicos, incidencias recurrentes y soluciones aplicadas en herramientas de conocimiento corporativas.

Requisitos imprescindibles:

Mínimo 1 año de experiencia en Customer Technical Support en entornos IT.
Mínimo 1 año de experiencia trabajando con herramientas de gestión de incidencias (ITSM) como ServiceNow, Remedy o equivalentes.
Nivel de inglés avanzado.
Titulación de grado medio o superior en informática, telecomunicaciones o área técnica afín, o titulación universitaria equivalente en dichas áreas.
Se requiere conocimientos y experiencia en el uso de inteligencia artificial generativa y herramientas de IA aplicadas al puesto de trabajo, en línea con la apuesta de Accenture por un uso responsable y efectivo de la IA.

Requisitos valorables:

Experiencia en soporte técnico en entornos productivos complejos.
Experiencia con herramientas de monitorización como Dynatrace, Grafana, Splunk o similares.
Experiencia en procesos ITIL (incident, problem y change management).
Experiencia en análisis de calidad (QA) aplicada a servicios IT.
Habilidades de resolución de problemas en entornos técnicos.
Habilidades de comunicación en entornos técnicos con equipos multidisciplinares.
Capacidad de análisis de datos y tendencias operativas.

En Accenture, compañía reconocida como Great Place To Work®, apostamos por un modelo híbrido de trabajo que, gracias a la tecnología y a nuestras instalaciones, nos permiten mantener la conexión humana esencial para trabajar con nuestros equipos y clientes. Una conexión que nos permite mantener nuestra cultura de inclusión y diversidad y ser, según Refinitiv, la empresa más diversa del mundo.
Además, te ofrecemos otros beneficios como:

Seguro médico, de Vida y accidentes
Servicio médico y programas de bienestar
Programa de retribución flexible y compra de acciones
Programas de flexibilidad (horaria, de días libres, vacaciones...)
Itinerario formativo individualizado
Programas de sostenibilidad y Fundación Accenture
Red de empleados por la diversidad
Otros beneficios: Oficina Bankinter con condiciones especiales y reparto de beneficios

About Accenture

Visit us atwww.accenture.com

Declaración de igualdad de oportunidades en el empleo

Creemos que nadie debe ser discriminado por sus diferencias. Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable. Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos ayuda a servir mejor a nuestros clientes y comunidades.