Technical Support Representative - Service Desk (Manila)
Accenture
Ilocos, Philippines
30d 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
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