Senior Service Desk Lead: Resolution & Coaching

Accenture; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Accenture is seeking a Senior Service Desk Analyst in the Philippines to ensure end-to-end ITSM Service Desk operations across projects. You will act as client contact for IT concerns, resolve incidents, log interactions accurately, and uphold SLAs.

The role includes supervising analysts, driving process improvements, mentoring staff, and developing training programs to enhance service quality and customer satisfaction.

Responsibilities

• Act as the client’s point of contact for IT concerns.
• Incident resolution and request fulfillment.
• Accurate and complete logging of interactions.
• Meet client SLAs and program OLAs to maintain scorecards.
• Assist in supervising a team and oversee analysts/phone agents.
• Identify opportunities for team performance improvement and implement action plans.
• Collaborate with internal and external teams to improve processes and tools.
• Mentor and coach team members; contribute to training programs.
• Conduct training sessions and act as subject matter expert on project processes.
• Support internal controls and quality measures monitoring.

Skills

ITSM

Incident management

Customer service

Team leadership

Job description

Accenture is seeking a Senior Service Desk Analyst in the Philippines to ensure end-to-end ITSM Service Desk operations across projects. You will act as client contact for IT concerns, resolve incidents, log interactions accurately, and uphold SLAs.

The role includes supervising analysts, driving process improvements, mentoring staff, and developing training programs to enhance service quality and customer satisfaction.