Senior IT Service Desk Resolution Lead

Accenture; Mandaluyong; On-site; PHP 420,000 - 720,000; Full time

Job summary

Accenture is seeking a Senior Service Desk Analyst in the Philippines to ensure end‑to‑end application of ITSM Service Desk functions across projects. You will act as the client contact for IT concerns, resolve incidents, log interactions accurately, and optimize processes and tools for efficiency and customer satisfaction.

The role includes mentoring teammates, designing training programs, supervising analysts, and contributing to training plans.

Responsibilities

• Act as the point of contact of the client for IT related concerns
• Incident resolution and request fulfillment
• Accurate and complete logging of interactions
• Proper utilization of all program resources (tools, knowledge, application, etc)
• Meet client SLAs and program OLAs to maintain own scorecard atters
• Assist in supervising a team and directly oversees the performance of the analysts/phone agent when not in phone support
• Collaborate to identify areas for team's performance improvement, come up with an action plan/s, implement and monitor improvement plans
• Identify opportunities and share/collaborate with internal and external teams to optimize and develop processes & tools geared toward improving efficiency, resolution rate and customer satisfaction
• Demonstrate an understanding of the customers’ business needs and maintain excellent customer satisfaction ratings
• Assist in mentoring and coaching team members
• Contributes to designing and developing a training program that is relevant and necessary for the continuous development of the support analyst
• Conducts training sessions, when necessary, and acts as subject matter expert on project processes. Ensures accomplishment of the team's training plans
• Support completion of required and planned training courses
• Assist in supervising implementation of internal controls and quality measures and monitoring them on an ongoing basis
• Seeking opportunities to improve knowledge, skills and performance and is receptive to constructive feedback
• Developing the skills of team members and assisting in identifying appropriate training needs of staff
• Shall protect confidential information that is entrusted to them or to which they are otherwise exposed.

Job description

Accenture is seeking a Senior Service Desk Analyst in the Philippines to ensure end‑to‑end application of ITSM Service Desk functions across projects. You will act as the client contact for IT concerns, resolve incidents, log interactions accurately, and optimize processes and tools for efficiency and customer satisfaction.

The role includes mentoring teammates, designing training programs, supervising analysts, and contributing to training plans.