Infra Tech Support Specialist – Incident & Service Desk

Accenture PLC; Cebu City; On-site; PHP 300,000 - 540,000; Full time

Job summary

Accenture PLC is seeking a capable Help Desk/Incident Coordinator to provide first-level support for customer and system incidents. You will diagnose issues, document actions, and coordinate with technical teams to ensure timely resolution and customer satisfaction.

The role emphasizes adherence to service level agreements and ongoing knowledge development within project tools and processes.

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 them where possible.
• Interpret problems and assess risk, escalating to protect client services.
• Ensure proper documentation on incidents and requests handled.
• Follow up on incidents to ensure resolution and customer satisfaction.
• Monitor issues until they are resolved or closed.
• Liaise with technical teams and service desk for coordinated incident management.

Job description

Accenture PLC is seeking a capable Help Desk/Incident Coordinator to provide first-level support for customer and system incidents. You will diagnose issues, document actions, and coordinate with technical teams to ensure timely resolution and customer satisfaction.

The role emphasizes adherence to service level agreements and ongoing knowledge development within project tools and processes.