Job Description

- Proactive resolution of inquiries and problems of customers regarding the current platform

- Recognition of technical problems

- Delivering Services as defined in SLA. Ensure the Faster, Accurate and Reliable Service to the end Customer

- Administration, monitoring and optimization of Service Request resolution in accordance with the CIO and LTS policies/procedures

- Enter SR details into call tracking system

- Report extra services provided beyond SLA

- Escalate and record all Incidents

- Continued self-study to increase knowledge of Firm standard hardware, software and related components

- Transfer of acquired knowledge

- Track and maintain the Asset inventory database

- Conduct periodic/regular audits to ensure accuracy/integrity of the asset inventory database

- Inspecting selected hardware on a regular basis to confirm operational ability

- Become/remain informed of relevant technological developments

- Effective prioritization within the scope of responsibility

- Prompt notification of deviation to plan

- Other duties as assigned


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Qualifications

 

Education:

 - University graduate in Information Technology / Computer Engineering

Experience:

- Work experience in IT infrastructure and service delivery is a strong plus

Knowledge:

- Good knowledge on Support processes

- Good knowledge on Workstation support

- Basic understanding of the Network topology & network connectivity(LAN/WAN), switching & routing and Server operations - Basic understanding of the voice systems - Call logging tools like ServiceNow Remedy, etc

Skills:

- Technical Skills - MCP (Optional) or CCNA (Optional)

Soft Skills:

- Problem Solving Skills

- Analytical Skills

- Strong Customer orientation skills

- Good communication skills

- Ability to deal with stress of competing priorities and diverging interests within the same immediate time frame

- High energy level and be able to effectively work with various cross functional teams

- Good command of English


 

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.

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