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Service Desk / Level 1 Support

Job Location: Manila

Job Number: 10722


- Job description

•Providing first level of support for customer and system incidents and requests using basic technical and service knowledge
     •Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents
     •Performing initial level of diagnosis of problems and incidents and resolving them when appropriate
     •Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
     •Ensuring proper documentation for all problems, incidents and requests
     •Following up on incidents to ensure customer satisfaction
     •Monitoring issues until they are closed
     •Demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents
     •Executing test plans or scripts
     •Developing and maintaining an understanding of customer Service Level Agreements
- Degree in any field.
     - Open to Vocational, Associate degree or 2nd year undergraduates with at least 2 years call center experience.
     - Good communications skills
     - Ability to work as a team member
     - Ability to work creatively and analytically in a problem-solving environment
     - Desire to work in an information systems environment

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