About the Company
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations Services, and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create long-lasting value for our clients, people and communities.
Job Description
We are seeking a dedicated Google Workspace Support Assistant to join our dynamic IT support team in Shoreditch, London. This role is crucial for ensuring the smooth operation and optimal user experience of Google Workspace applications across our organization and for our clients. The focus of this position is entirely on non-phone support channels, primarily handling inquiries and resolving issues via email, chat, and ticketing systems. If you have a passion for technology, excellent problem-solving skills, and a commitment to providing outstanding written support, we encourage you to apply.
Key Responsibilities
- Provide technical support for Google Workspace (Gmail, Calendar, Drive, Docs, Sheets, Slides, Meet, Chat) via email and chat, focusing on efficient and accurate resolution.
- Manage and prioritize support tickets within the designated service desk system, ensuring timely responses and adherence to SLAs.
- Troubleshoot and diagnose technical issues, providing clear, concise, and step-by-step instructions to end-users.
- Escalate complex issues to senior support engineers or relevant teams when necessary, ensuring proper documentation and follow-up.
- Create and maintain internal knowledge base articles, FAQs, and user guides to empower self-service and improve overall support efficiency.
- Assist with user provisioning, de-provisioning, and access management within the Google Workspace environment.
- Participate in ongoing training and development to stay current with Google Workspace updates and best practices.
- Collaborate with other IT teams to identify trends, recurring issues, and opportunities for service improvement.
Required Skills
- Proficiency in Google Workspace applications (Gmail, Calendar, Drive, Docs, Sheets, Meet, Chat).
- Excellent written communication skills with the ability to explain technical concepts clearly and patiently.
- Strong problem-solving and analytical abilities.
- Experience with IT ticketing systems (e.g., Jira Service Desk, Zendesk, ServiceNow).
- Ability to work independently and as part of a team in a fast-paced environment.
- A proactive approach to identifying and resolving user issues.
- Attention to detail and accuracy in all tasks.
Preferred Qualifications
- Previous experience in a non-phone based IT support role.
- Google Workspace certifications (e.g., Google Workspace Administrator, Google Cloud Digital Leader).
- Familiarity with ITIL framework and best practices.
- Experience with identity and access management (IAM) tools.
- Basic understanding of networking concepts and cloud technologies.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous pension scheme.
- Ongoing professional development and certification opportunities.
- Flexible hybrid working model.
- Access to a wide range of employee discounts and wellness programs.
- Vibrant and inclusive company culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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