Infra Tech Support Specialist: Incident & Service Desk

Accenture in the Philippines; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Accenture in the Philippines is seeking a motivated IT Support Analyst to provide first-level resolution of customer and system incidents at our Cebu City delivery center.

Responsibilities include initial incident ownership, basic problem diagnosis, documentation, and coordinating with technical teams to ensure timely resolution and client satisfaction. The role requires adherence to SLAs and ongoing knowledge development through CBT and trainings.

Qualifications

• Provides first-level support for customer and system incidents.
• Interacts with technologists and service desks to resolve requests.
• Maintains documentation of incidents and updates SLAs.

Responsibilities

• Provide first level of support for customer and system incidents and requests.
• Coordinate, investigate and document incidents with appropriate teams.
• Diagnose basic problems and escalate when needed to protect service levels.
• Ensure incident documentation is complete and timely communicated to customers.
• Monitor issues through to resolution and user satisfaction.
• Maintain knowledge of customer needs and apply to incident management.
• Collaborate with other teams to ensure coordinated handling of incidents.

Skills

First level support

Incident management

Customer liaison

Job description

Accenture in the Philippines is seeking a motivated IT Support Analyst to provide first-level resolution of customer and system incidents at our Cebu City delivery center.

Responsibilities include initial incident ownership, basic problem diagnosis, documentation, and coordinating with technical teams to ensure timely resolution and client satisfaction. The role requires adherence to SLAs and ongoing knowledge development through CBT and trainings.