Application Tech Support Practitioner

The Level 1 Service Desk support is responsible for learning and Level 1 technical support to Epic and Microsoft systems and other tools. This position plays a key role in our service desk by diagnosing, troubleshooting, and resolving application questions and issues, providing education to customers on functions and features, and properly escalating potential problems as applicable. Requires working in a team and being responsible for achieving defined goals. Requires the ability to communicate effectively with customers and coworkers regarding application/technical issues. Duties and Responsibilities: • Perform level 1 support for End Users, as applicable depending on the type of contact, serving as the initial point of contact for incidents and service requests. This is voice, email and chat. • Document incident and service requests in Client’s ticket management system, ServiceNow. • Provide initial triage and ticket routing to onshore service desk resources. • Provide End Users with customer service including telephone manners, writing skills, articulation • Perform warm transfer, as appropriate, to the onshore service desk resources for calls that cannot be resolved on first contact by the L1 Epic Service Desk. • Facilitate escalations to leadership as needed. • Provide first call resolution for scripted issues. • Provide and maintain reporting for all L1 Epic Service Desk tickets and MyChart • Search historical service requests and incident resolutions, with associated scripts and questions, for use by Accenture personnel. • Provide incident status to End Users who call the Epic Service Desk. • Follow client’s provided escalation procedures for severity level adjustments and incident resolution. • Be responsible for established escalation paths by contacting via telephone calls (home/work), paging, email, voice mail, as required by the severity level of the incident. • Work to reduce the overall resolution time for incidents Minimum 1 year(s) of experience is required

Cebu City

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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.