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Customer Service Engineer/Helpdesk

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00528213


- Job description

Join Accenture and help transform leading organizations and communities around the world.  The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Job Description

Problem solvers with a people focus, Software/Application Technical Support professionals act as the ongoing interface between the client and the system or application. Dedicated to quality, they use their exceptional communication skills to keep our world class systems running and our clients happy. Fine tuned interpersonal skills mean they can accurately define a client issue and deep product knowledge means they can interpret and design a resolution. 

Job summary

Your role includes some or all of the following key responsibilities. You should review these in conjunction with career level guidelines to gain a clear understanding of the expectations for your role.

Build and Manage Client Relationship

  • ·   Provide customized information, reports, or other forms of support. Leverage product experience and knowledge to build deep relationships
  • ·   Develop deep understanding of the software/ applications and be able to elaborate alternatives to clients
  • ·   Provide clients with factual information and analysis on systems and application status.
  • ·   Act as a liaison between the client and the Accenture teams in order to support our client needs providing the best technology solution.

Ensure availability of software/ application for end users

  • Ensure software / application availability; ensure it is active and operating as defined in any Service Level Agreements; monitor application in production environment, including periodically monitoring servers, applications, etc. manually and automatically
  • Provide outage resolution support and facilitate restoration of service to production environment; investigate outage cause, impact on user, and resolution; organize any conference call, meetings, etc. needed to facilitate the investigation and the subsequent restoration of service
  • Communicate status of software / application production outages and any error-resolution activities via periodic pages/e-mails/phone calls, etc. to application community during an outage
  • Create disaster recovery plans; establish and practice disaster recovery procedures to ensure recovery capability; properly organize and maintain data retention practices; assist in administering the recovery of application(s)
Provide day-to-day support for software/applications
  • Ensure software / application distribution work orders are successfully completed; periodically audit production servers to ensure the currency of software loads
  • Perform design reviews to verify that design meets quality standards and functional/technical requirements; make recommendations on functional and technical improvements to the software / application
  • Establish, monitor and evaluate system metrics to identify vulnerabilities and problem trends: monitor disk status, system processes, and user process activity; monitor system security, application and system event log files; communicate and work with users to resolve software / application errors
  • Participate in operational support, ensuring production systems and devices are online and available; this includes non-business hours and on-call support
  • Good customer service
  • Have experience in managing helpdesk supports via phone, email, able to trouble-shoot
  • Knowledge of distributor management business practices is an advantage
  • Knowledge of operating systems and standard development tools.
  • Knowledge of security and encryption.
  • Fresh graduates with a passion in IT are welcome to apply.
All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You’ll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Diversity and Corporate Citizenship
At Accenture, we take the widest possible view of inclusion and diversity, going beyond gender, race, religion, ethnicity, sexual orientation, gender identity and expression to create a work environment that welcomes all forms of backgrounds and differences. Accenture prides itself in being a good Corporate Citizen. We place Corporate Citizenship at the heart of our business and use our skills to create shared value with our stakeholders. We do this in a variety of ways, such as helping communities to build sustainable livelihoods, improving processes at not-for-profit organizations, or working to understand and reduce our own environmental footprint.

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