Service Desk Voice Support
Accenture · Muntinlupa
Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Summary:
As an Infra Tech Support Practitioner, a typical day involves delivering first and second level technical assistance for infrastructure, systems, and applications across both production and development settings. This role requires engaging with users and clients to understand their concerns, accurately identifying issues, and providing timely and effective solutions. The position involves working both remotely and onsite, adhering to established procedures to maintain service reliability and support quality throughout the operational environment.
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.
- Collaborate with cross-functional teams to ensure seamless service delivery and incident resolution.
- Maintain clear and professional communication with users to manage expectations and provide updates.
- Document troubleshooting steps and resolutions to build a knowledge base for future reference.
- Continuously monitor system performance and escalate issues when necessary to minimize downtime.
Professional & Technical Skills:
- Required Skill: Expert proficiency in Service Desk Voice Support.
- Strong communication skills to effectively interact with users and technical teams.
- Ability to diagnose and resolve issues related to infrastructure, operating systems, networks, and application platforms.
- Familiarity with ticketing systems and incident management processes.
- Capability to work efficiently in both remote and onsite environments.
- Good organizational skills to manage multiple tasks and prioritize effectively.
Additional Information:
- The candidate should have minimum 1 year of experience in Service Desk Voice Support.
- This position is based at our Manila office.
Minimum 1 year(s) of experience is required
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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
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