Technical Support Specialist | Cebu
Accenture Philippines
- Cebu City, PhilippinesRobinsons Cybergate Towers 1, 2 and 3, EDSA cor. Pioneer Street, Mandaluyong City, Manila, 1554 Metro Manila, Cebu City, Central Visayas, PhilippinesCebu CityCentral VisayasPhilippinesPhilippines
- Full timeFULL_TIME
Expired a year ago
2023-04-06T16:00:00+00:00Job closed.
Job Description
Be Without Limits. Celebrate Women’s Month with Accenture.
- Provide “white-glove” support to Microsoft customers but not limited SMB, partners and consumers, with FCR (First Call Resolution) goal in mind.
- Guide customers in onboarding their businesses, solving issues and providing thorough instructions when utilizing M365 services like Exchange Online, SharePoint Online, Office 365 Pro Plus, Yammer etc.
- Document and report to QMs, Cluster Leads & Geo Leads any identified gaps, issues etc.
- Report to QM & Geo Leads, any management or technical opportunities
- Build relationship to create, reinforce, motivate, and guide customers and partners
- Effectively drive recommendations and land priorities across customers, partners, and across organizational boundaries
- Leverage collaboration support tools and processes to expedite resolution of customer issues
- Assume initial ownership for the coordination, investigation and documentation of customer and system incidents
- Interpret problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services
- Ensure proper documentation for all problems, incidents and requests
- Follow up on incidents to ensure customer satisfaction
- Monitor issues until they are closed
- Demonstrate a good understanding of the customer’s business needs and applying them to the management of system events & incidents
- Develop and maintain an understanding of customer Service Level Agreements
Minimum Qualifications
- Graduate of Bachelor’s Degree, preferably Computer Science, Information Technology, Computer and Electronics Engineering or other related fields
- Must have at least 2-3 years IT experience in help desk and/or service desk role
- Advance Proficiency in Office365, MS Exchange and SharePoint. Certification in any of these skills is a plus
- Strong experience in Infra, excellent understanding of servers, Active Directory or AD, and the like
- Strong experience in implementation, configuration, and support experience with Windows/Office on desktop, Active Directory & DNS, Exchange, and SharePoint.
- Experience in Ticket Management and/or Service Desk related skills
- Excellent Customer and Partner Management experience
- Excellent communication skills
- Ability to work creatively and analytically in a problem-solving environment
- Amenable to shifting schedule
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Office Address
- 14/F E-Bloc 2 Bldg. Geonzon St. Cebu It Park Apas, Cebu City, Cebu
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About Accenture Philippines
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. We help organizations maximize their performance and achieve their vision. We develop and implement technology solutions to improve our clients’ productivity and efficiency — and may run parts of their operations on their behalf. Ultimately, we enable our clients to become high-performance businesses and governments. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.