Service Desk Voice Support SW/Application Tech Support Practitioner

Service Desk Voice Support SW/Application Tech Support Practitioner

Accenture
2-5 years
Not Specified

Job Description



Job Description

. Assists users through Phone, Chat, Email or tickets raised via Portal following proper Incident Management processes and procedures. . Log, validate and diagnose user issues, on the full range of products and applications used. . Provide user with a solution through information gathering, analytical troubleshooting and problem research, or route or escalate the user to the appropriate resolution group. . Escalation and management of interactions to agreed service levels. . Being responsive to clients whilst following the principles and procedures of the quality management system. . Demonstrate excellent customer service in all user interactions. . Contribute to continuous improvement of the service. . Meet Balance Scorecard targets set in the project/s assigned.
Qualifications

. Graduate of any Bachelor's/equivalent degree or with at least 2 year's relevant working experience. . Must have at least 2-3 years experience in IT Management and High availability concepts and 24*7 Operations Management. . Must have led or performed primary support role for small to large customers, with one or more service or technology area. . Experience in providing support to customers using incident, requests, problem and change management. . Acts with urgency and responds well to issues . Ability to communicate complex technical context . Excellent customer service, telephone, oral and written skills . Good written and oral language proficiency based on the required support (market or country)

Job Details

About Accenture

Job Source : www.accenture.com

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