Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.

Summary:

As an IT Customer Service Representative, you will manage the delivery of IT production systems and services. Your typical day will involve driving incident, issue, and outage management, as well as conducting investigations and restorations to ensure seamless operations. You will engage with various stakeholders to provide effective solutions and support, contributing to the overall efficiency of the IT services provided.

Roles & Responsibilities:

• Expected to perform independently and become an SME.
• Required active participation/contribution in team discussions.
• Contribute in providing solutions to work related problems.
• Assist in troubleshooting and resolving technical issues for customers.
• Document and track incidents and service requests in the ticketing system.
• Provide timely updates to customers regarding the status of their issues.
• Collaborate with cross-functional teams to enhance service delivery.
• Participate in training sessions to improve technical knowledge and customer service skills.

Professional & Technical Skills:

• Required Skill: Expert proficiency in Customer Technical Support.
• Additional Good To Have Skills: Experience with Spanish Language.
• Strong understanding of IT service management principles.
• Proficient in using ticketing systems and customer relationship management tools.
• Ability to communicate technical information clearly to non-technical users.
• Experience in handling customer inquiries and providing effective solutions.

Additional Information:

• The candidate should have minimum 1 year of experience in Customer Technical Support.
• This position is based at our Manila office.

Minimum 1 year(s) of experience is required

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.