上海招聘

Accenture Infrastructure Outsourcing Delivery Centre is Accenture global Unit within Infrastructure Outsourcing. Infrastructure Outsourcing Delivery Centre is responsible for all Technology Infrastructure services delivered to Accenture IT outsourcing clients as an Infrastructure Outsourcing business.

The service desk technologist is responsible for supporting the Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, and requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customer incidents. Combines demonstrated technical skills with exceptional customer service in daily responsibilities. Job is performed with general supervision

Position Responsibilities

• Receives and logs customer problem/request/issues and ensures proper documentation.
• Performs initial level of problem identification and attempts to resolve when appropriate; otherwise,
• documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
• Assists with monitoring and tracking incidents to ensure issue resolution within the customer Service Level Agreement.
• Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
• Performs follow up on all incidents with customer to ensure customer satisfaction.
• Develops and maintains knowledge of the problem tracking software and database (Remedy).
• Develops and maintains knowledge of customer and customer specific business environment.
• Develops and maintains an understanding of customer Service Level Agreement.
• Develops and maintains technical skills and understanding of services to achieve goal of 80% problem resolution.
• Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required.
• Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
• Works independently and maintains a high-degree of professional conduct at all times.
• Willing to work nightshift

Formal Education

Bachelors degree in Computer Science, Electrical Engineering, or a related field

Years of Experience

1+ years experience in customer service support for PCs or in a customer service role

Knowledge/Skills/Abilities

• Familiar with Windows XP, Vista and 7
• Familiar with Microsoft Application troubleshooting
• Familiar with network connectivity (e.g., LAN connectivity, dial-up connectivity, etc.) and printing troubleshooting

Preferred Certifications

• MCSE is preferred
• CCNA is preferred

Soft Skills