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Senior Analyst, Account Management Services

  • Anywhere
  • Anywhere

Dell Technologies

Dell Technologies is the leader in digital transformation, developing technologies that drive human progress.

Senior Analyst, Account Management Services

Remote, Ireland.

Dell Technologies customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

Join us to do the best work of your career and make a profound social impact as a Senior Analyst as a part of our Account Management Services team in Ireland.

What you’ll achieve :
People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within our Account Services team at Dell, we are looking for a Service Account Manager to join our team in Ireland.

Are you a brilliant problem solver who could provide front-line support for a game-changing support service? Do you want to be a hero to Dell’s customers by resolving their account issues? Within Dell Services, we are looking for a Service Account Manager to join our team in Ireland.

As a Senior Analyst, you will be responsible for service delivery excellence to our customers. You will work with a wide variety of customers and technologies.

You will:

  • Point of contact for customers with the highest level of maintenance type (Prosupport Plus)
  • Ensures contractual service support requirements (Prosupport Plus) are understood and managed.
  • Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
  • Presents operational and service level reports and explains service level support available to internal or external customers.
  • Administers and manages the configuration of process related tools, reporting tools, and associated technologies. Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
  • Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • Responsible for managing all complex service matters, ensure that the correct business units are assigned and responding in a timely manner
  • May participate in continuous improvement activities in support of customer or internal business processes Provides resolutions to an assortment of customer problems and/or requests
  • Acts as point of escalation to resolve customer issues or concerns
  • Takes ownership of high severity cases and manage these with minimal to no supervision
  • Regular direct interaction with customer and end-users
  • Assist in the mentorship of new account service analysts to ensure that best practices and methodologies are adhered to on a consistent and global basis

Desirable Requirements

  • Knowledge of and experience with supporting customers in the UK
  • Possesses strong product/technology/industry knowledge

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life — while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Application closing date: 12/06/2022

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

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Senior Analyst, Account Management Services

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Dell Technologies

Dell Technologies is the leader in digital transformation, developing technologies that drive human progress.

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