Infra Tech Support Practitioner Copy 01

Accenture PLC; Cebu City; On-site; PHP 300,000 - 540,000; Full time

Job summary

Accenture PLC is seeking a capable Help Desk/Incident Coordinator to provide first-level support for customer and system incidents. You will diagnose issues, document actions, and coordinate with technical teams to ensure timely resolution and customer satisfaction.

The role emphasizes adherence to service level agreements and ongoing knowledge development within project tools and processes.

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 them where possible.
• Interpret problems and assess risk, escalating to protect client services.
• Ensure proper documentation on incidents and requests handled.
• Follow up on incidents to ensure resolution and customer satisfaction.
• Monitor issues until they are resolved or closed.
• Liaise with technical teams and service desk for coordinated incident management.

Job description

• Ensuring that services are delivered to meet customer business needs and expectations. He or she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests issues in a timely fashion. He or she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems. He or she applies quality processes in performing the tasks.
• Providing first level of support for customer and system incidents and requests using basic technical and service knowledge
• Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
• Performing initial level of diagnosis of incidents and resolving them when appropriate
• Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
• Ensuring proper documentation on incidents and / or requests handled
• Following up on incidents to ensure resolution and customer satisfaction
• Monitoring issues until they are resolved / closed
• Demonstrating good understanding of the customer’s business needs and applying them to the management of system events & incidents
• Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and / or requests.
• Maintains an understanding of customer Service Level Agreements
• Develops and maintains product knowledge, business and professional skills by participating / attending CBT and classroom trainings
• Develops and maintains knowledge about the tools, standards and processes used by the project team and the client.
• Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
• Yielding productivity at the same level as client Service Level Agreements

Security Roles and Responsibilities

• Shall protect confidential information that is entrusted to them or to which they are otherwise exposed.
• Should not disclose any confidential Company, client, or third-party information to anyone outside the Company, except as authorized.
• Should not ever use confidential client, third-party or Company information for personal gain or advantage.
• Under no circumstances discuss with clients matters that concern other clients or engagements without the express authorization of such other clients.
• Must immediately open and act upon security communications from Protecting Accenture.

• Ensuring that services are delivered to meet customer business needs and expectations. He or she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests issues in a timely fashion. He or she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems. He or she applies quality processes in performing the tasks.
• Providing first level of support for customer and system incidents and requests using basic technical and service knowledge
• Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
• Performing initial level of diagnosis of incidents and resolving them when appropriate
• Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
• Ensuring proper documentation on incidents and / or requests handled
• Following up on incidents to ensure resolution and customer satisfaction
• Monitoring issues until they are resolved / closed
• Demonstrating good understanding of the customer’s business needs and applying them to the management of system events & incidents
• Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and / or requests.
• Maintains an understanding of customer Service Level Agreements
• Develops and maintains product knowledge, business and professional skills by participating / attending CBT and classroom trainings
• Develops and maintains knowledge about the tools, standards and processes used by the project team and the client.
• Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback
• Yielding productivity at the same level as client Service Level Agreements

Security Roles and Responsibilities

• Shall protect confidential information that is entrusted to them or to which they are otherwise exposed.
• Should not disclose any confidential Company, client, or third-party information to anyone outside the Company, except as authorized.
• Should not ever use confidential client, third-party or Company information for personal gain or advantage.
• Under no circumstances discuss with clients matters that concern other clients or engagements without the express authorization of such other clients.
• Must immediately open and act upon security communications from Protecting Accenture.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.