Infra Tech Support Specialist - First-Line Incident Response

Accenture in the Philippines; Mandaluyong; On-site; PHP 250,000 - 380,000; Full time

Job summary

Accenture in the Philippines is seeking a CL 11 level support specialist in Mandaluyong to help ensure services meet customer needs. You will provide first level support for customer and system incidents, liaising with technologists and the service desk to resolve requests in a timely manner, and you will document the actions taken.

The role emphasizes knowledge of tools, processes and SLAs, with ongoing CBT and classroom trainings to develop product knowledge and professional skills.

Qualifications

• Experience providing first level of support for customer and system incidents.
• Ability to coordinate, investigate and document incidents.
• Capable of basic diagnosis and risk assessment.
• Commitment to adhering to customer SLAs and documenting actions taken.
• Active participation in CBT/classroom trainings to build product knowledge.

Responsibilities

• Provide first level of support for customer and system incidents.
• Own coordination and documentation of incidents.
• Perform initial diagnosis and resolve incidents when possible.
• Interpret problems, assess risk, and escalate appropriately.
• Document incidents and follow up for resolution.
• Monitor issues until resolved and ensure customer satisfaction.
• Work with technical teams and service desk for coordinated management of incidents and requests.
• Maintain understanding of customer Service Level Agreements.
• Develop knowledge about project tools, standards and processes.
• Seek opportunities to improve knowledge and performance.
• Yielding productivity at the same level as client Service Level Agreements.

Skills

Customer focus

Documentation

Incident management

Communication skills

Team collaboration

Job description

Accenture in the Philippines is seeking a CL 11 level support specialist in Mandaluyong to help ensure services meet customer needs. You will provide first level support for customer and system incidents, liaising with technologists and the service desk to resolve requests in a timely manner, and you will document the actions taken.

The role emphasizes knowledge of tools, processes and SLAs, with ongoing CBT and classroom trainings to develop product knowledge and professional skills.