Infra Tech Support Practitioner Copy 01

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

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.

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 applicablelaw.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Requirements: