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Helpdesk Analyst

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00578494

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- Job description

If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.
 
Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements.  These are long-term partnerships with clients for whom we manage and provide increasingly specialised business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR.  We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
 
Job Description
Accenture Software professionals design, implement and deploy packaged software solutions that have been developed to accommodate unique ASW industry business and management processes, regulatory requirements and other business needs.
 
Application Support Associate will be part of the software development team and participates in all phases of the software development project life cycle, includes analysis, design, develop code, test business software applications and project implementation.
 
Responsibility:
  • Manage incoming calls, email and customer service ticket.
  • Manage access control for ticketing system
  • Generate ticket SLA report
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team KPI
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
 
 
 

 Requirements:

  • Min diploma required
  • Experience in ticketing system will add advantage
  • Good analysis skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Excellent communication and presentation skill

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