Senior LTS/AV Sr Analyst

Job Description

Senior LTS/AV Sr Analyst

Location: London

Career level - Sr Analyst

THE WORK: Discover the excitement of problem solving and innovation. You will perform independently and become a subject matter expert while actively participating and contributing in discussions. Your contributions will help provide effective solutions to work-related challenges. This opportunity invites you to engage deeply with IT Troubleshooting in a dynamic and supportive environment where your insights will truly make a difference.

Ensure production systems are available and operating according to defined service level agreements.
Drive incident and outage resolution with clear and timely communication.
Facilitate the restoration of service to the production environment efficiently.
Establish and maintain disaster recovery procedures to safeguard operations.
Maintain data retention practices in alignment with organizational standards.

Core Purpose

• Ensure high-quality AV and IT service delivery aligned to client, SLA, and global KPI expectations
• Act as a senior point of expertise (SME) for AV systems, meeting rooms, and event technology
• Support incident resolution, service improvement, and technology enablement across the office

Key Responsibilities

AV & Event Technology

• AV setup, troubleshooting, deployment, decommissioning, and upgrades
• Senior escalation point for complex AV issues and event space technology
• Liaison with global teams and external vendors for testing, fixes, and onsite engineering
• Maintain AV documentation, training guides, and usage reporting
• Deliver AV training sessions and act as trusted advisor to clients

IT Support & LTS Operations

• Advanced IT troubleshooting (laptops, peripherals, performance issues)
• Frontline and escalated support via walk-ups, Service Desk, and meeting rooms
• ServiceNow (SNOW) ticket management and incident ownership
• Solutions Bar / in-office support when required

Asset & Inventory Management

• End-to-end asset lifecycle support (issuing, returns, loans, disposals)
• Maintain asset accuracy to meet global KPIs
• Chargebacks, consumables tracking, and inventory reporting

Process, Documentation & Improvement

• Document and improve IT/AV processes and SOPs
• Produce reports on AV usage, visitors, and query trends
• Contribute to automation, workflow, and service improvement initiatives

Project & Change Support

• Support AV/IT project work including deployments, refreshes, and upgrades
• Assist with testing, rollout readiness, and post-implementation support

Collaboration & Communication

• Strong cross-team collaboration (LTS, CS, CIO, global tech teams)
• Clear communication with leadership on incidents, risks, and issues
• Support onboarding and training of new team members

Compliance & Standards

• Adherence to Health & Safety, Security, and Confidentiality policies
• Enforce site, client, and vendor compliance requirements
• Maintain professional presentation and client-facing standards

Master proficiency in IT Troubleshooting.
A minimum of 1 of experience in relevant related skills.
High School Diploma/GED in relevant field of studies.

Ideal Candidate:

• Previous experience in a similar role
• Passionate about technology
• Excellent communication skills – both verbal and written
• Reliable and consistent
• Helpful and positive attitude
• Physical appearance is respectable and professional
• Able to meet the needs of a diverse environment
• Positive about change
• Flexible attitude to working practices and demands
• Responsible and trustworthy even when working unsupervised
• Willing and able to make a make positive contribution to service delivery improvement
• Proactive approach to continuous personal development.

BONUS POINTS IF YOU HAVE:

Master proficiency in Microsoft Office Suite.
Expert proficiency in Apple macOS Management.
Expert proficiency in Cross-Team Collaboration.
Expert proficiency in Customer Technical Support.
Expert proficiency in ServiceNow.

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 at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.