Service Desk Voice Support

• Perform level 1 support for End Users, as applicable depending on the type of contact, serving as the initial point of contact for incidents and service requests. This is voice, email and chat
• Document incident and service requests in Client's ticket management system, ServiceNow
• Provide initial triage and ticket routing to onshore service desk resources.
• Provide End Users with customer service including telephone manners, writing skills, articulation
• Perform warm transfer, as appropriate, to the onshore service desk resources for calls that cannot be resolved on first contact by the L1 Epic Service Desk.
• Facilitate escalations to leadership as needed
• Provide first call resolution for scripted issues
• Provide and maintain reporting for all L1 Epic Service Desk tickets and MyChart
• Search historical service requests and incident resolutions, with associated scripts and questions, for use by Accenture personnel
• Provide incident status to End Users who call the Epic Service Desk
• Follow client's provided escalation procedures for severity level adjustments and incident resolution
• Be responsible for established escalation paths by contacting via telephone calls (home/work), paging, email, voice mail, as required by the severity level of the incident.
• Work to reduce the overall resolution time for incidents

Qualifications Required:

• Bachelor's Degree in Computer Science, IT or related field or Allied Medical Health, with relevant Service Desk, Technical Support or Healthcare support experience.
• Basic knowledge/experience with the healthcare industry
• Epic experience preferred
• Experience with AWS Connect, ServiceNow, Remote control - Bomgar a plus
• PC management - Microsoft SCCM/Intune/Eracent/JAMF a plus

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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.

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