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Job Location: Manila

Job Number: 1036


- Job description

Service Desk Associate ensures service delivery within agreed speed and quality using Operational Excellence Model. He/She is expected to initiate and drive process improvements to lower costs and improve customer satisfaction

Roles and Responsibility:

1. Oversee Helpdesk team to ensure customer service level agreement and contractual obligations are met.

2. Effectively plan capacity to manage workload, resources across locations, shifts, of varying skills, seats and technology.

3. Conduct quality spot-checks and coaching to ensure process adherence among Helpdesk Agents.

4. Conduct training for new joiners, agent development, process improvements and new scope.

5. Manage escalations, conduct root cause analysis and take corrective actions and preventive actions.

6. Coach Helpdesk Agents to ensure quality and timely customer service is provided to Accenture employees. Train, establish and instill Operational Excellence work style and mindset among team members.

7. Ensures timely and accurate submission of reports such as but not limited to Service Performance Review, Monthly Scorecard and Data Analytics, etc.

8. Drive process improvement by providing insightful analytics, by conducting research to assist with design and implementation, by partnering with various stakeholders in conducting impact analysis and getting buy-ins and by ensuring process changes are implemented as planned.

9. Effectively work with various stakeholders such as but not limited to Service Vendors, Workplace Operations and Finance.
• Graduate of any 4-year course • 1-2 years relevant work experience • Good customer service skills • Excellent English Communication Skills • Working knowledge and proficiency in basic computer and MS word applications

Accenture is an equal opportunity employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

If you would like to be considered for employment opportunities with Accenture, and need special assistance due to a disability or accommodation for a disability, please call us at 0917.545.9341 or send us an email at

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