Monitor(职位编号：200167974)
埃森哲（中国）有限公司
- 公司性质：外资(欧美)
- 公司行业：计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2013-12-12
- 工作地点：大连
- 招聘人数：若干
- 职位类别：计算机硬件
职位描述
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
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
公司介绍
埃森哲（中国）有限公司诚聘
联系方式
- Email：yin.zhijie@accenture.com
- 公司地址：启迪大厦