Infra Tech Support Specialist - First-Line Incident Handler

Accenture in the Philippines; Cebu City; On-site; PHP 300,000 - 540,000; Full time

Job summary

Accenture in the Philippines seeks a capable Help Desk professional to deliver first‑level support for customer and system incidents. You will liaise with technologists and service teams to resolve requests promptly and ensure client satisfaction, while maintaining documentation and knowledge on project infrastructure.

The role emphasizes understanding customer needs, applying quality processes, and participating in CBT/classroom trainings to grow product knowledge and service delivery.

Qualifications

• Experience in providing first level support for customer and system incidents.
• Ability to coordinate, investigate and document incidents and requests.
• Strong focus on customer satisfaction and SLA adherence.

Responsibilities

• Provide first level of support for customer and system incidents and requests using basic technical and service knowledge.
• Coordinate, investigate and document incidents and requests; ensure proper resolution.
• Perform initial diagnosis and escalate when needed; protect client services.

Skills

First level support

Incident management

Documentation

Customer service

Communication

Tools

ITIL knowledge

Ticketing system

Job description

Accenture in the Philippines seeks a capable Help Desk professional to deliver first‑level support for customer and system incidents. You will liaise with technologists and service teams to resolve requests promptly and ensure client satisfaction, while maintaining documentation and knowledge on project infrastructure.

The role emphasizes understanding customer needs, applying quality processes, and participating in CBT/classroom trainings to grow product knowledge and service delivery.