Senior Service Desk Voice Support | Cebu Based

 Ready to join Accenture’s team of empowered people? We’re looking for candidates with the following skills and experience for this role. Do you fit the profile? If you do, we’d love to hear from you!

In adherence to Accenture’s process of Identity Verification, your resume or CV must include your photo to ensure the accuracy of your application.

If you have these skills we definitely need YOU!

Graduate of Bachelor’s Degree, preferably Computer Science, Information Technology, Computer and Electronics Engineering or other related fieldsMust have at least 2-3 years IT experience in help desk and/or service desk roleAdvance Proficiency in Office365, MS Exchange and SharePoint. Certification in any of these skills is a plusStrong experience in Infra, excellent understanding of servers, Active Directory or AD, and the likeStrong 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 skillsExcellent Customer and Partner Management experienceExcellent communication skillsAbility to work creatively and analytically in a problem-solving environmentAmenable to shifting schedule

When you join our team you will …

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 opportunitiesBuild relationship to create, reinforce, motivate, and guide customers and partnersEffectively drive recommendations and land priorities across customers, partners, and across organizational boundariesLeverage collaboration support tools and processes to expedite resolution of customer issuesAssume initial ownership for the coordination, investigation and documentation of customer and system incidentsInterpret problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client servicesEnsure proper documentation for all problems, incidents and requestsFollow up on incidents to ensure customer satisfactionMonitor issues until they are closedDemonstrate a good understanding of the customer’s business needs and applying them to the management of system events & incidentsDevelop and maintain an understanding of customer Service Level Agreements

Join our high-performing team and enjoy these benefits:

Health Insurance (HMO) & Life Insurance coverage from day 1 of employmentExpanded maternity leave up to 120 days*Expanded paternity leave up to 30 days*Employee Stock Purchase PlanLoyalty and Christmas GiftInclusion and Diversity BenefitsNight DifferentialAllowancesCar and Housing PlanCompany-sponsored trainings, upskilling, and certificationFlexible Working ArrangementsHealthy and Encouraging Work Environment

TERMS AND CONDITIONS

The company provides an equal opportunity employment and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Additional Information:

The following documents will be asked as part of the pre-hiring requirements prior onboarding. We recommend to prepare the requirements early to ensure on time onboarding. Detailed discussion will take place during onboarding process as well as changes on the requirements as needed.

Transcript of Records (TOR)Diploma (for graduates only) and/or Certificate of GraduationCertificate of Employment (COE) and/or SSS Employment HistoryGovernment documents:SSS ID and/or SSS Verification FormSSS Statement of Account (SOA)SSS Certificate of ContributionPag-IBIG Member’s Data Record (MDR)Philhealth ID and/or Philhealth Member Data Record (MDR)TIN ID and/or Processed BIR Form 1905 or any BIR documents reflecting your TIN and with BIR StampedNSO Birth Certificate