Advanced Service Desk & Incident Resolution Specialist

Accenture PLC; Muntinlupa; On-site; PHP 360,000 - 600,000; Full time

Job summary

Accenture PLC is seeking an Application Tech Support Practitioner to provide advanced service desk resolution management and issue definition based on deep product knowledge. Strong communication will be essential to maintain our world-class systems in a fast-paced environment.

The role requires collaboration with cross-functional teams to ensure timely resolution of client issues and ongoing process improvements to boost client satisfaction.

Qualifications

• Requires expert proficiency in advanced service desk resolution management.
• Must have knowledge of ITIL processes and procedures.
• Experience with incident management and problem management.
• Excellent communication and interpersonal skills.
• Proficient with ticketing systems such as ServiceNow or Remedy.
• Knowledge of cloud technologies such as AWS or Azure.

Responsibilities

• Provide Advanced Service Desk Resolution management to clients.
• Accurately define client issues and design resolutions based on deep product knowledge.
• Maintain exceptional communication to keep systems running.
• Collaborate with cross-functional teams to ensure timely resolution of client issues.
• Continuously improve service desk processes and procedures to enhance client satisfaction.

Skills

Advanced service desk resolution

ITIL processes

Incident and problem management

Strong communication

Ticketing systems (ServiceNow/Remedy)

Cloud technologies (AWS/Azure)

Multitasking in fast-paced environment

Education

Information Technology Operations

Computer Science

Tools

ServiceNow

Remedy

AWS

Azure

Job description

Accenture PLC is seeking an Application Tech Support Practitioner to provide advanced service desk resolution management and issue definition based on deep product knowledge. Strong communication will be essential to maintain our world-class systems in a fast-paced environment.

The role requires collaboration with cross-functional teams to ensure timely resolution of client issues and ongoing process improvements to boost client satisfaction.