Service Desk Voice Support
Cebu
JOB NO. 11046
Job Description
Responsibilities:
• Be the single point of contact for the Service Desk, Technical Support Team/s, Accenture and Client Management
• Manages Critical Incidents for both user and operational incident
Prioritization, including its validation, coordination and documentation of all incidents managed by the CIM Team
• Own and drive the resolution of the critical incidents
• Technical elevation of issues when needed
• Setup and lead the Technical Conference Bridges when needed
• Management escalation when needed
Communicate updates to all the support team/s, the account management team, the service desk and the client stake holders.
• Ensure accurate incident documentation, including time delays and responsiveness of non-Accenture resolver groups, and any constraints encountered
• Submission of the Draft Incident Report to the Incident Manager and all involved Accenture groups 24-48 hours after the incident resolution confirmation
• Drive and maintain change management compliance in cases where emergency changes are needed
• Ensure proper handover is done for all running critical incidents
• Be the single point of contact for the Service Desk, Technical Support Team/s, Accenture and Client Management
• Manages Critical Incidents for both user and operational incident
Prioritization, including its validation, coordination and documentation of all incidents managed by the CIM Team
• Own and drive the resolution of the critical incidents
• Technical elevation of issues when needed
• Setup and lead the Technical Conference Bridges when needed
• Management escalation when needed
Communicate updates to all the support team/s, the account management team, the service desk and the client stake holders.
• Ensure accurate incident documentation, including time delays and responsiveness of non-Accenture resolver groups, and any constraints encountered
• Submission of the Draft Incident Report to the Incident Manager and all involved Accenture groups 24-48 hours after the incident resolution confirmation
• Drive and maintain change management compliance in cases where emergency changes are needed
• Ensure proper handover is done for all running critical incidents
Qualifications
Qualifications
- Bachelors Degree in Computer Science, Information Technology or other relevant fields
- Excellent communications skills both written and verbal
- Strong analytical and decision making skills
- Good technical knowledge of Infrastructure Services
- Strong meeting management skills able to effectively organize, drive, control, and document meetings ensuring that the agenda and action items are clearly understood by the participants
- Can demonstrate the ability to influence, manage, lead, and enlist support in the absence of a formal authority
- Good time management skills, including but not limited to scheduling, allocating and commitment prioritization
- Works with minimum supervision
- Working knowledge of ITIL V3 Change and Problem Management processes
- Able to work effectively in a diverse and multi-cultural environment
- Bachelors Degree in Computer Science, Information Technology or other relevant fields
- Excellent communications skills both written and verbal
- Strong analytical and decision making skills
- Good technical knowledge of Infrastructure Services
- Strong meeting management skills able to effectively organize, drive, control, and document meetings ensuring that the agenda and action items are clearly understood by the participants
- Can demonstrate the ability to influence, manage, lead, and enlist support in the absence of a formal authority
- Good time management skills, including but not limited to scheduling, allocating and commitment prioritization
- Works with minimum supervision
- Working knowledge of ITIL V3 Change and Problem Management processes
- Able to work effectively in a diverse and multi-cultural environment
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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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COVID-19 update: The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.
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