IT Service Desk Analysts
Cebu, Philippines
2d ago

Responsibilities :

  • Be the single point of contact for the Service Desk, Technical Support Team / s, Accenture and Client Management
  • Manages Critical Incidents for both user and operational incident
  • Prioritization, including its validation, coordination and documentation of all incidents managed by the CIM Team

  • Own and drive the resolution of the critical incidents
  • Technical elevation of issues when needed
  • Setup and lead the Technical Conference Bridges when needed
  • Management escalation when needed
  • Communicate updates to all the support team / s, the account management team, the service desk and the client stake holders.

  • Ensure accurate incident documentation, including time delays and responsiveness of non-Accenture resolver groups, and any constraints encountered
  • Submission of the Draft Incident Report to the Incident Manager and all involved Accenture groups 24-48 hours after the incident resolution confirmation
  • Drive and maintain change management compliance in cases where emergency changes are needed
  • Ensure proper handover is done for all running critical incidents


  • Bachelors Degree in Computer Science, Information Technology or other relevant fields
  • Excellent communications skills both written and verbal
  • Strong analytical and decision making skills
  • Good technical knowledge of Infrastructure Services
  • Strong meeting management skills able to effectively organize, drive, control, and document meetings ensuring that the agenda and action items are clearly understood by the participants
  • Can demonstrate the ability to influence, manage, lead, and enlist support in the absence of a formal authority
  • Good time management skills, including but not limited to scheduling, allocating and commitment prioritization
  • Works with minimum supervision
  • Working knowledge of ITIL V3 Change and Problem Management processes
  • Able to work effectively in a diverse and multi-cultural environment
  • Equal Employment Opportunity Statement

    All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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