1st-Line Infra Tech Support Specialist

Accenture; Cebu City; On-site; PHP 240,000 - 420,000; Full time

Job summary

Accenture is seeking a Service Desk professional in Cebu City to provide first-level support for customer and system incidents, coordinating with technologists and other teams to resolve requests promptly. You will maintain documentation, follow SLA guidelines, and continuously improve knowledge of tools and processes.

The role emphasizes understanding customer business needs, delivering quality service, and contributing to a secure, well-documented incident management workflow.

Qualifications

• Experience providing first level support for incidents and requests.
• Ability to coordinate, investigate and document incidents.
• Understanding of customer business needs and applying to events.
• Knowledge of CBT trainings and maintaining product knowledge.

Responsibilities

• Provide first level of support for customer and system incidents and requests.
• Coordinate, investigate and document customer and system incidents.
• Perform initial diagnosis of incidents and resolve where possible.
• Assess risk of events and escalate to protect client services.
• Document incidents and requests and ensure follow-up for resolution.
• Collaborate with technical teams and service desk for coordinated incident management.
• Ensure understanding of service levels and try to meet SLAs.

Skills

First level support

Incident management

Customer guidance

Problem diagnosis

Documentation

Cross-team collaboration

Quality processes

Security awareness

Job description

Accenture is seeking a Service Desk professional in Cebu City to provide first-level support for customer and system incidents, coordinating with technologists and other teams to resolve requests promptly. You will maintain documentation, follow SLA guidelines, and continuously improve knowledge of tools and processes.

The role emphasizes understanding customer business needs, delivering quality service, and contributing to a secure, well-documented incident management workflow.