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AEE China GC Workplace Management & Solutions Help Desk Operator Associate - Level 12

Job Location: Dalian

Regional Description: China

Job Number: 00688286

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- Job description

Job Summary

The Help Desk Operator independently manages high volume requests for Workplace Management & Solutions operational support. The Help Desk Operator ensures that requests are qualified, routed to the appropriate local operations team and monitored to completion in the appropriate time frame based on agreed Service Level Agreements.

The scope may include a wide range of Workplace Management & Solutions services and/or activities including routine and non-routine tasks to be independently completed according to Accenture guidelines and/or under supervision of a more experienced professional or supervisor.   The Help Desk Operator makes routine and/or non-routine decisions which impacts own work and/or work of others. He/she may interact frequently with customers / clients in various offices within Greater China to maintain and strengthen relationships and to ensure work/deliverables meet expectations.  He/she may assist each customer by providing individualized service, accurate information, efficient service and timely follow-up.   

 

Key Responsibilities of the Help Desk Operator

  • Accepts requests through available communication channels, as a coordinator to help requestors to receive high quality service form workplace.
  • Acts as an information center for queries regarding services offered by Workplace Management & Solutions.
  • Creates a service request ticket and forwards the request to the correct local operations team for action.
  • Monitors metrics to ensure service levels are met and open issues are addressed.
  • Sends reminders to operations teams for tickets that are to be escalated.
  • Prepares simple reports for management team.
  • Investigates cause for escalations which will support service management.
  • Determines time frame of request and put tickets on correct status when warranted

Adheres to Accenture policies on security with regards to usage of Accenture assets such as IT equipment, information assets etc.

 

 

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

 


Relationships

 

Reports to:                    Help Desk Lead                  

Supervises:                   N/A

 

Professional Qualifications

 

  • Customer-oriented
  • Positive attitude and professional appearance.
  • Self-starter and ability to work independently.
  • Good organization skills
  • Ability to communicate in English (verbal and written skills)
  • Able to deal with high stress situations
  • Knowledge of Workplace Solutions & Management processes

 

Work Experience:  

·       At least 2 years experience in Multi National Corporation

  • Workplace experiences preferred

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