IT Service Desk Analysts

IT Service Desk Analysts

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Not Specified

Job Description

Job Description

. Be the single point of contact for the Service Desk, Technical Support Team/s, Accenture and Client Management
. Manages Critical Incidents for both user and operational incident
Prioritization, including its validation, coordination and documentation of all incidents managed by the CIM Team
. Own and drive the resolution of the critical incidents
. Technical elevation of issues when needed
. Setup and lead the Technical Conference Bridges when needed
. Management escalation when needed
Communicate updates to all the support team/s, the account management team, the service desk and the client stake holders.
. Ensure accurate incident documentation, including time delays and responsiveness of non-Accenture resolver groups, and any constraints encountered
. Submission of the Draft Incident Report to the Incident Manager and all involved Accenture groups 24-48 hours after the incident resolution confirmation
. Drive and maintain change management compliance in cases where emergency changes are needed
. Ensure proper handover is done for all running critical incidents


- Bachelors Degree in Computer Science, Information Technology or other relevant fields
- Excellent communications skills both written and verbal
- Strong analytical and decision making skills
- Good technical knowledge of Infrastructure Services
- Strong meeting management skills able to effectively organize, drive, control, and document meetings ensuring that the agenda and action items are clearly understood by the participants
- Can demonstrate the ability to influence, manage, lead, and enlist support in the absence of a formal authority
- Good time management skills, including but not limited to scheduling, allocating and commitment prioritization
- Works with minimum supervision
- Working knowledge of ITIL V3 Change and Problem Management processes
- Able to work effectively in a diverse and multi-cultural environment

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