Advanced Service Desk Resolution Management

Accenture; Mandaluyong; On-site; PHP 420,000 - 720,000; Full time

Job summary

Accenture is seeking a Senior Service Desk Analyst in the Philippines to ensure end‑to‑end application of ITSM Service Desk functions across projects. You will act as the client contact for IT concerns, resolve incidents, log interactions accurately, and optimize processes and tools for efficiency and customer satisfaction.

The role includes mentoring teammates, designing training programs, supervising analysts, and contributing to training plans.

Responsibilities

• Act as the point of contact of the client for IT related concerns
• Incident resolution and request fulfillment
• Accurate and complete logging of interactions
• Proper utilization of all program resources (tools, knowledge, application, etc)
• Meet client SLAs and program OLAs to maintain own scorecard atters
• Assist in supervising a team and directly oversees the performance of the analysts/phone agent when not in phone support
• Collaborate to identify areas for team's performance improvement, come up with an action plan/s, implement and monitor improvement plans
• Identify opportunities and share/collaborate with internal and external teams to optimize and develop processes & tools geared toward improving efficiency, resolution rate and customer satisfaction
• Demonstrate an understanding of the customers’ business needs and maintain excellent customer satisfaction ratings
• Assist in mentoring and coaching team members
• Contributes to designing and developing a training program that is relevant and necessary for the continuous development of the support analyst
• Conducts training sessions, when necessary, and acts as subject matter expert on project processes. Ensures accomplishment of the team's training plans
• Support completion of required and planned training courses
• Assist in supervising implementation of internal controls and quality measures and monitoring them on an ongoing basis
• Seeking opportunities to improve knowledge, skills and performance and is receptive to constructive feedback
• Developing the skills of team members and assisting in identifying appropriate training needs of staff
• Shall protect confidential information that is entrusted to them or to which they are otherwise exposed.

Job description

Job Description:

The Senior Service Desk Analyst ensures consistent end to end application of the ITSM Service Desk Function in the assigned projects. This involves usage of standardized methods and processes which the change manager shall also drive across all capabilities, including client resolver groups and other stake holders, and the account management teams.

• Act as the point of contact of the client for IT related concerns
• Incident resolution and request fulfillment
• Accurate and complete logging of interactions
• Proper utilization of all program resources (tools, knowledge, application, etc)
• Meet client SLAs and program OLAs to maintain own scorecard atters.
• Assist in supervising a team and directly oversees the performance of the analysts/phone agent when not in phone support
• Collaborate to identify areas for team's performance improvement, come up with an action plan/s, implement and monitor improvement plans.
• Identify opportunities and share/collaborate with internal and external teams to optimize and develop processes & tools geared toward improving efficiency, resolution rate and customer satisfaction
• Demonstrate an understanding of the customers’ business needs and maintain excellent customer satisfaction ratings.
• Assist in mentoring and coaching team members.
• Contributes to designing and developing a training program that is relevant and necessary for the continuous development of the support analyst.
• Conducts training sessions, when necessary, and acts as subject matter expert on project processes. Ensures accomplishment of the team's training plans.
• Support completion of required and planned training courses.
• Assist in supervising implementation of internal controls and quality measures and monitoring them on an ongoing basis
• Seeking opportunities to improve knowledge, skills and performance and is receptive to constructive feedback
• Developing the skills of team members and assisting in identifying appropriate training needs of staff
• Shall protect confidential information that is entrusted to them or to which they are otherwise exposed.

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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

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