IT Customer Service Senior Analyst - CebuAccenture Thailand

Company Description
Accenture in the Philippines is a pioneer in Accenture’s global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture’s global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.
 
Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients’ challenges. Our inclusive, diverse and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.
 
Responsibilities:
·         Be the single point of contact for the Service Desk, Technical Support Team/s, Accenture and Client Management
·         Manages Critical Incidents for both user and operational incident
Prioritization, including its validation, coordination and documentation of all incidents managed by the CIM Team
·         Own and drive the resolution of the critical incidents
·         Technical elevation of issues when needed
·         Setup and lead the Technical Conference Bridges when needed
·         Management escalation when needed
Communicate updates to all the support team/s, the account management team, the service desk and the client stake holders.
·         Ensure accurate incident documentation, including time delays and responsiveness of non-Accenture resolver groups, and any constraints encountered
·         Submission of the Draft Incident Report to the Incident Manager and all involved Accenture groups 24-48 hours after the incident resolution confirmation
·         Drive and maintain change management compliance in cases where emergency changes are needed
·         Ensure proper handover is done for all running critical incidents
 
Qualifications:
·         Bachelor's Degree in Computer Science, Information Technology or other relevant fields
·         Excellent communications skills both written and verbal
·         Strong analytical and decision-making skills
·         Good technical knowledge of Infrastructure Services
·         Strong meeting management skills – able to effectively organize, drive, control, and document meetings ensuring that the agenda and action items are clearly understood by the participants
·         Can demonstrate the ability to influence, manage, lead, and enlist support in the absence of a formal authority
·         Good time management skills, including but not limited to scheduling, allocating and commitment prioritization
·         Works with minimum supervision
·         Working knowledge of ITIL V3 Change and Problem Management processes
·         Able to work effectively in a diverse and multi-cultural environment
 
What we offer:
·         Health Insurance (HMO) & Life Insurance coverage from day 1 of employment
·         Expanded maternity leave up to 120 days*
·         Expanded paternity leave up to 30 days*
·         Employee Stock Purchase Plan
·         Loyalty and Christmas Gift
·         Inclusion and Diversity Benefits
·         Night Differential
·         Allowances
·         Car and Housing Plan
·         Company-sponsored trainings, upskilling, and certification
·         Flexible Working Arrangements
·         Healthy and Encouraging Work Environment
*Terms and conditions apply

2 to 4 Years Experience