Clarify the needs of the employee, answer inquiries, educate and bring to the resolution Provide excellent employee service in all interactions with Accenture employees. Serve as a key resource for information regarding training queries. Demonstrate knowledge and management of all support applications myLearning, Siebel, SharePoint lists, Excel, Avaya Remain updated with latest training policies changes or updates and do research when needed Continuously improve systems knowledge and communications skills Train and maintain informed the back up. Understand what questions situations need to be escalated to the supervisor Think creatively and make innovative suggestions that improve operational efficiency, effectiveness, internal controls or customer service. Make recommendations to improve update FAQs and processes, based on analysis of inquiries received from employees Suggest improvements to the tools used during the process based on the daily work. Apply a comprehensive understanding of the whole process and knowledge regarding the business need. Identify gaps in FAQs and escalates to your supervisor. Demonstrates effective written communication skills with an emphasis on professionalism and know how. Works effectively with others contributes to an environment that promotes effective teamwork and collaboration. Ensure that SLAs KPI, etc are being accomplished Perform the activities according LWIs and following priorities.