Infra Tech Support Specialist — 1st Line Incident Resolver

Accenture; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Accenture in Cebu City seeks a capable IT support specialist providing first level of service for customer and system incidents, coordinating with technologists to resolve issues promptly. You will maintain documentation and monitor incidents to ensure timely resolution.

You will apply knowledge of customer business needs to incident management, align with SLAs, and participate in CBT trainings to grow your product and process knowledge.

Qualifications

• Providing first level of support for customer and system incidents.
• Coordinating, investigating and documenting incidents.
• Following up to ensure resolution and customer satisfaction.

Responsibilities

• Provide first level of support for customer and system incidents.
• Coordinate incident handling with technologists and service teams.
• Document incidents and requests and maintain knowledge.
• Monitor issues until they are resolved and ensure SLAs are met.
• Maintain understanding of customer business needs and apply to events.
• Participate in CBT and trainings to grow product knowledge.

Skills

First level support

Incident coordination

Documentation

Customer focus

Job description

Accenture in Cebu City seeks a capable IT support specialist providing first level of service for customer and system incidents, coordinating with technologists to resolve issues promptly. You will maintain documentation and monitor incidents to ensure timely resolution.

You will apply knowledge of customer business needs to incident management, align with SLAs, and participate in CBT trainings to grow your product and process knowledge.