IT Service Management Analyst (Cantonese & Mandarin)
Role Summary
We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them.
This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities:
Represent the customer’s business impact
Support the end-to-end problem resolution
Problem identification against the case portfolio
Key Role Responsibilities
Incident Management
Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Relationship Management
Know the customer and understand our customer’s expectations with their reactive support experience
Focus on critical issues to ensure customer satisfaction
Set proper expectations with customers for support
Proactive Management of Reactive Experience
Acknowledge and respond to customers' requests promptly
Anticipate risk and escalations based on customer context
Escalation Handling
Handle high-risk escalations and gather/analyze information as needed to support the customer
Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders
Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration
Critical Thinking
Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention
Establish a customer obsession approach that puts the customer and the customer operational health in the center
#LI-GM
Job Requirement
Required:
Degree holders with minimum 3 years of working experience
Proficient in Mandarin/Cantonese and English with excellent written, verbal, and listening communication abilities.
Experienced in IT customer service industry, with a focus on empathy and active listening skills.
Positive, energetic, enthusiastic attitude.
Strong attention to detail.
Excellent at multi-tasking & task prioritization.
Ability to apply judgement in high pressure situations with minimal external guidance.
Preferred:
Understanding of incident lifecycle process and methodology
ITIL Foundation™ certified (or equivalent)
Additional Details:
Regular working hours from Monday to Friday, 9.00 AM - 6.00 PM
Subang Jaya
雇用機会の均等化に関する声明
アクセンチュアは選考に際し、適用される法令に基づき、応募者を年齢、人種、思想信条、肌の色、宗教、性別、国籍、出生地、民族的起源、障がいの有無、性的指向、性同一性、遺伝情報、婚姻、パートナーの有無、市民権において差別することなく、全ての応募者に対し適用される法令に基づき採用選考を行います。
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.