Senior Service Desk Resolution & Incident Expert

Accenture in the Philippines; Muntinlupa; On-site; PHP 320,000 - 520,000; Full time

Job summary

Accenture in the Philippines seeks an experienced Advanced Service Desk professional to drive resolution management, leveraging deep product knowledge and ITIL practices to resolve client issues efficiently. Experience with ServiceNow or Remedy and cloud platforms like AWS or Azure is preferred.

You will collaborate with cross-functional teams, manage multiple priorities in a fast-paced environment, and contribute to ongoing service desk process improvements to boost client satisfaction.

Qualifications

• Expert proficiency in Advanced Service Desk Resolution Management.
• Must have project management skills.
• Solid ITIL knowledge and experience with incident and problem management.
• Excellent communication and interpersonal skills.
• Able to work in a fast-paced environment with multiple priorities.
• Experience with ticketing systems like ServiceNow or Remedy.
• Knowledge of AWS or Azure cloud technologies.

Responsibilities

• Provide Advanced Service Desk Resolution management to clients.
• Accurately define client issues and design resolutions based on product knowledge.
• Maintain exceptional communication to keep systems running.
• Collaborate with cross-functional teams for timely issue resolution.
• Continuously improve service desk processes to enhance client satisfaction.

Skills

Advanced Service Desk Resolution

Project Management

ITIL processes

Incident management

Communication skills

Multitasking

ServiceNow

AWS/Azure

Education

IT/CS related degree

Tools

ServiceNow

Remedy

AWS

Azure

Job description

Accenture in the Philippines seeks an experienced Advanced Service Desk professional to drive resolution management, leveraging deep product knowledge and ITIL practices to resolve client issues efficiently. Experience with ServiceNow or Remedy and cloud platforms like AWS or Azure is preferred.

You will collaborate with cross-functional teams, manage multiple priorities in a fast-paced environment, and contribute to ongoing service desk process improvements to boost client satisfaction.