Support Service Desk Specialist
Job Description
Overview
Accenture Infrastructure & Cloud Operations (ICO) provides a broad range of information technology enterprise solutions and customizable products to the largest companies in the world. Accenture ICO customers include telecommunications providers, utilities companies, financial institutions, healthcare, and consumer goods suppliers. We specialize in Digital, Cloud and Security services by employing as modern DevOps and Agile methodology, so well-proven classic delivery and automation.
Accenture values work-life balance and recognizes the need for flexibility. We offer a wide range market-relevant training programs and certification paths to help you manage the demands of your career growth. With us, you will have the possibility to learn from the best IT experts on the market, work in a culturally diverse, international environment and specialize in top-leading technologies.
Key Responsibilities
Upon completion of wide range of trainings, you’ll start work with handling of incidents and service requests which are related to modern enterprise infrastructure.
You will support the customers by analyzing and investigating technical issues including problems in infrastructure, cloud, and application functionalities.
You will be responsible for triage, escalation, distribution, and management of incidents to other support level groups, if necessary.
Analyzing and providing feedback on the deployment process and technology improvements throughout the lifecycle.
Developing, fostering, and maintaining effective customer relationships while driving positive customer satisfaction.
Acceptance and processing of pre-qualified malfunctions and inquiries from the service desk or customer IT personnel
Acceptance and processing of malfunctions and inquiries from IT personnel and employees of FI-TS and customers within the scope of service desk activities
Informing the customer and management about malfunctions and maintenance
Execution of standardized operational services
Implementation of initial resolution measures
Acceptance and processing of faults in the ticket system
Acceptance and processing of Secure Mail gateway requests for all customers and employees
Project support for the introduction of new applications and customers
Participation in shift work
Qualifications
Role Requirements
Have 1-2 years of general knowledge of IT surrounding technologies. Certificate for any of the platform or methodology is a plus.
Advanced basic knowledge in at least one of the IT areas mainframe, Open Systems or networks
Understanding of Incident and Change Management process is a plus.
Understand customer requirements and translate them into a technical reality.
Have good verbal communication skills in both technical and non-technical communications. German language is mandatory.
Have good analytical mindset for problem solving under stress and time pressure.
Communicative and social skills, ability to work in a team
We offer:
Home working and flexible working hours
Benefits packages (employee discounts and rewards, healthcare program, insurance, cafeteria, language bonus, etc…)
Training packages on various technologies with certifications, language courses
Over-time work and on-call compensation
CSR activities and rich social life – Book Club, Accenture Runners Club, family events, cultural meetings, photography classes, climbing, soccer, swimming
International teams and multilingual environment
Relocation support and assistance
