Service Desk Voice Support

Accenture PLC; Muntinlupa; On-site; PHP 500,000 - 750,000; Full time

Job summary

Accenture PLC is seeking an Application Tech Support Practitioner to provide advanced service desk resolution management and issue definition based on deep product knowledge. Strong communication will be essential to maintain our world-class systems in a fast-paced environment.

The role requires collaboration with cross-functional teams to ensure timely resolution of client issues and ongoing process improvements to boost client satisfaction.

Qualifications

• Requires expert proficiency in advanced service desk resolution management.
• Must have knowledge of ITIL processes and procedures.
• Experience with incident management and problem management.
• Excellent communication and interpersonal skills.
• Proficient with ticketing systems such as ServiceNow or Remedy.
• Knowledge of cloud technologies such as AWS or Azure.
• Experience with ticketing systems such as ServiceNow or Remedy.
• Knowledge of cloud-based technologies such as AWS or Azure.

Responsibilities

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

Skills

Advanced service desk resolution

ITIL processes

Incident and problem management

Strong communication

Ticketing systems (ServiceNow/Remedy)

Cloud technologies (AWS/Azure)

Multitasking in fast-paced environment

Ticketing systems (Remedy)

Cloud technologies (AWS)

Cloud technologies (Azure)

Multitasking in fast-paced environment

Education

Information Technology Operations

Computer Science

Tools

ServiceNow

Remedy

AWS

Azure

Job description

As an Application Tech Support Practitioner, you will be responsible for providing advanced service desk resolution management to clients. Your typical day will involve accurately defining client issues and designing resolutions based on deep product knowledge, while maintaining exceptional communication skills to keep our world-class systems running.

Roles & Responsibilities

• Provide Advanced Service Desk Resolution management to clients.
• Accurately define client issues and design resolutions based on deep product knowledge.
• maintain exceptional communication skills to keep our world-class systems running.
• Collaborate with cross-functional teams to ensure timely Resolution of client issues.
• Continuously improve service Desk processes and procedures to enhance client satisfaction.

Professional & Technical Skills

• Required Skill: Expert Proficiency in Advanced Service Desk Resolution Management.
• Additional Must to Have skills: program project Management.
• Strong understanding of ITIL processes and procedures.
• Experience with incident management and problem Management.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Experience with ticketing systems such as ServiceNow or Remedy.
• Knowledge of cloud-based technologies such as AWS or Azure.

Additional Information

• The candidate should have 2 years of experience in Advanced Service Desk Resolution Management.
• the ideal candidate will possess a Strong educational background in Information technology Operations, Computer Science, or a related field, along with a proven track record of delivering impactful solutions.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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