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Service Desk Specialist / IT Operations / Automation & AI

Accenture
Accenture
Sevilla, SpainOn-siteCompetitiveAdded 11 days agoMid · 1+ yearsPermanentRemote: Hybrid🇪🇸Spanish: Native
Hybrid🇬🇧 English Required🇪🇸 Translated from SpanishLocation negotiable

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 currently seeking professionals with various levels of experience and skills to join a Service Desk team, where IT support functions, data analysis, process automation, and the use of artificial intelligence applied to technical support operations and customer service converge.
The position is based in Seville 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 valid work permit for Spain.
Functions:
  • Resolution of L1/L2 technical incidents using ITSM tools (ServiceNow, Remedy, or equivalents), ensuring defined SLAs and KPIs.
  • Development of operational dashboards and reports using Power BI, including data modeling and reporting automation.
  • Implementation of process automations through scripts (Python, PowerShell) and automation/AI tools.
  • System monitoring, analysis of incident trends, and proposal of continuous improvements in support operations.
Responsibilities:
  • Manage and prioritize tickets ensuring compliance with service level agreements and quality in resolution.
  • Coordinate operational tasks and, where applicable, supervise level 1 support teams, including productivity and quality tracking.
  • Design and maintain data analysis solutions aimed at measuring Service Desk efficiency.
  • Identify automation opportunities through AI and digital tools, optimizing support processes.
  • Collaborate with technical and business teams to improve the end-user experience.
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.
Essential Requirements:
  • Minimum experience in Service Desk or IT support environments (1 to 6 years of experience).
  • Experience with ITSM tools (ServiceNow, Remedy, or similar).
  • Experience in data analysis and reporting with Power BI.
  • Experience in resolving technical incidents in Windows environments, basic networking, and corporate applications.
  • Minimum English level B2.
  • Intermediate or higher vocational degree in computer science, telecommunications, or a related technical area, or an equivalent university degree in these fields.
Desirable Requirements:
  • Experience in automation using Python, PowerShell, or other languages.
  • Experience in artificial intelligence projects applied to operations or support.
  • Previous experience in team supervision or coordination roles.
  • Certifications in ITIL, Power BI, Azure, AWS, or other relevant technologies.
  • Experience in customer support environments or technological contact centers.
  • Knowledge of monitoring and operational analysis tools.
At Accenture, a company recognized as a Great Place To Work®, we promote a hybrid work model that, thanks to technology and our facilities, allows us to maintain the human connection essential for working 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 program and stock purchase plan
  • Flexibility programs (scheduling, days off, vacations...)
  • Individualized training itinerary
  • Sustainability programs and Accenture Foundation
  • Employee diversity network
  • 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.
Actualmente buscamos profesionales, con distintos grados de experiencia y skills, para incorporarse a un equipo de Service Desk, en el que convergen funciones de soporte IT, análisis de datos, automatización de procesos y uso de inteligencia artificial aplicado a operaciones de soporte técnico y atención al cliente.
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:
  • Resolución de incidencias técnicas de nivel L1/L2 utilizando herramientas ITSM (ServiceNow, Remedy o equivalentes), garantizando SLA y KPI definidos.
  • Desarrollo de dashboards e informes operativos mediante Power BI, incluyendo modelado de datos y automatización de reporting.
  • Implementación de automatizaciones de procesos mediante scripts (Python, PowerShell) y herramientas de automatización/IA.
  • Monitorización de sistemas, análisis de tendencias de incidencias y propuesta de mejoras continuas en operaciones de soporte.
Responsabilidades:
  • Gestionar y priorizar tickets asegurando cumplimiento de acuerdos de nivel de servicio y calidad en la resolución.
  • Coordinar tareas operativas y, en su caso, supervisar equipos de soporte de nivel 1, incluyendo seguimiento de productividad y calidad.
  • Diseñar y mantener soluciones de análisis de datos orientadas a medir la eficiencia del Service Desk.
  • Identificar oportunidades de automatización mediante IA y herramientas digitales, optimizando procesos de soporte.
  • Colaborar con equipos técnicos y de negocio para mejorar la experiencia del usuario final.
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 imprescindibles:
  • Experiencia mínima en entornos de Service Desk o soporte IT (de 1 a 6 años de experiencia)
  • Experiencia con herramientas ITSM (ServiceNow, Remedy u otras similares).
  • Experiencia en análisis de datos y reporting con Power BI.
  • Experiencia en resolución de incidencias técnicas en entornos Windows, redes básicas y aplicaciones corporativas.
  • Nivel de inglés mínimo B2.
  • Titulación de grado medio o superior en informática, telecomunicaciones o área técnica afín, o titulación universitaria equivalente en dichas áreas.
Requisitos valorables:
  • Experiencia en automatización mediante Python, PowerShell u otros lenguajes .
  • Experiencia en proyectos de inteligencia artificial aplicada a operaciones o soporte.
  • Experiencia previa en roles de supervisión o coordinación de equipos.
  • Certificaciones en ITIL, Power BI, Azure, AWS u otras tecnologías relevantes.
  • Experiencia en entornos de customer support o contact center tecnológico.
  • Conocimiento en herramientas de monitorización y análisis operativo.
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

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

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.

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