Technical Support Representative - Service Desk (Manila)

Accenture

Manila, Philippines

5d ago

Job Description

Providing first level of support for customer and system incidents and requests using basic technical and service knowledge

Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents

Performing initial level of diagnosis of problems and incidents and resolving them when appropriate

Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services

Ensuring proper documentation for all problems, incidents and requests

Following up on incidents to ensure customer satisfaction

Monitoring issues until they are closed

Demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents

Executing test plans or scripts

Developing and maintaining an understanding of customer Service Level Agreements READ MORE OF THE JOB DESCRIPTION

Qualifications

Graduate of any course OR non-graduates with at least 2 years of college education plus 6 months of work experience

Good oral and written communications skills

Ability to work as a team member

Ability to work creatively and analytically in a problem solving environment

Desire to work in an information systems 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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