Advanced Service Desk Resolution Management - Military Veterans

at Accenture

Manila,

As a part of the IT Service Desk Team, you will be responsible for delivering support to users. The target is to record and resolve incidents during the initial contact with the End User for incident types where the Service Desk can reasonably be expected to resolve the end user issue without escalating to other Support Groups for resolution. Those unresolved incidents that cannot be resolved at level 1, should be passed to 2nd level support team after investigation.

First or Second level support for Office software and hardware incident and service requests

First level support for all IT related concerns

First level support for incidents and service requests related to application

Handling IT incidents and requests received via telephone, email or portal tickets

Incident logging and managing/prioritizing workload

ID Administration for password reset, account unlock

Calls and Web tickets handling Experience in Call Center environment

Strong technical background

Good knowledge of Windows 7 Operating System and Microsoft Office 2010 or O365 applications

Ability to resolve PC and Printer connectivity issues

Knowledge of hardware configuration

Knowledge of user account administration

Knowledge of network infrastructures

Experience in a critical real-time production environment

Excellent communication skills

Experience in an end user based environment

Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly

Self motivated and ability to work on own initiative in a high pressure environment

Willing to work variable shifts including evenings,weekends and public holidays

Manila,

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Accenture

Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.

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