Infra Tech Support Practitioner Copy 01

8006 Accenture Inc Company; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

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. 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

Qualifications

• Delivers first-level support for customer and system incidents.
• Interacts with technologists and service teams to resolve requests.

Responsibilities

• Provide first level of support for customer and system incidents.
• Coordinate, investigate and document incidents.
• Diagnose issues at a basic level and escalate when needed.
• Maintain documentation and ensure customer satisfaction.

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

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

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture