IT Customer Service Representative

Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.

Summary: As an IT Customer Service Representative, you will manage the delivery of IT production systems and services. Your typical day will involve driving incident management, addressing issues, and overseeing outage management while ensuring effective investigation and restoration processes are in place. You will collaborate with various teams to enhance service delivery and support the overall operational efficiency of the organization. Roles & Responsibilities: - Expected to be an SME. - Collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Facilitate training sessions to enhance team skills and knowledge. - Monitor team performance and provide constructive feedback to ensure continuous improvement. - Develop and implement strategies to improve customer satisfaction and service delivery. Professional & Technical Skills: - Required Skill: Expert proficiency in Customer Technical Support. - Additional Good To Have Skills: Experience with Training and Performance Support. - Strong problem-solving skills to address customer inquiries effectively. - Excellent communication skills to interact with diverse teams and clients. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Familiarity with IT service management tools and methodologies. Additional Information: - The candidate should have minimum 3 years of experience in Customer Technical Support. - This position is based at our Manila office. Minimum 3 year(s) of experience is required

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.

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