APSSC IO Help Desk Technologist - Level F Job

If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.

Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.

Overall Purpose of Job,

·Responsible for supporting the Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, and requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customer incidents. Combines demonstrated technical skills with exceptional customer service in daily responsibilities. Job is performed with general supervision

Main Activities/Tasks

·Receives and logs customer problem/request/issues and ensures proper documentation.

·Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.

·Assists with monitoring and tracking incidents to ensure issue resolution within the customer Service Level Agreement.

·Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.

·Performs follow up on all incidents with customer to ensure customer satisfaction.

·Develops and maintains knowledge of the problem tracking software and database (Remedy).

·Develops and maintains knowledge of customer and customer specific business environment.

·Develops and maintains an understanding of customer Service Level Agreement.

·Develops and maintains technical skills and understanding of services to achieve goal of 80% problem resolution.

·Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required.

·Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.

·Works independently and maintains a high-degree of professional conduct at all times.

Essential Non-Technical Knowledge & Skills,

·Excellent customer service skills

·Excellent communication and interpersonal skills

·Good problem solving and analytical skills

·Proficient in English language (Oversea experience or TEM-8 is preferred)

·Able to take night shift

Technical Screening Criteria (Must meet 5 of the 6 Criteria),

·Bachelor Degree in Computer Science (or equivalent degree)

·Minimum 1 year work experience with customer service support for PCs or in a customer service role

·Working knowledge of Microsoft Windows 2000 or Windows XP operating system

·Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.)

·Working knowledge of internet email application (e.g. Microsoft Outlook, Lotus Notes, etc.)

·Experience troubleshooting network connectivity issues (e.g., LAN connectivity, dial-up connectivity, etc.)

工作职责：

·为Accenture SEAAK的员工和客户提供第一级的电话技术支持。负责回应用户的问题和请求，并做适当的记录，通知，转交和跟踪。在日常工作中体现准确的技术支持和出色的客户服务能力。致力于提高技术和服务能力以提高客户的满意度。

知识和技能要求：

·计算机或相关专业学士（或相当学历）

·可以用流利的英语支持客户 (有海外背景优先、专业八级优先)

·能适应倒(夜)班工作

·一年以上的客户支持相关工作经验

·具有支持windows 2000/xp, office, outlook，和解决网络连接问题的工作经验

·出色的人际沟通技能

·良好的解决、分析问题的能力

ESSENTIAL NON-TECHNICAL KNOWLEDGE & SKILLS:

·Excellent customer service skills

·Excellent communication and interpersonal skills

·Good problem solving and analytical skills

·Proficient in Japanese language

·Good spoken, written and comprehension English skills

TECHNICAL SCREENING CRITERIA

·Bachelor Degree

·Minimum 0~3 year work experience in a customer service role

·Language capability - Able to converse in Mandarin, Japanese and English.

·JLPT Level 1

·CET-6

Job: Industry Specific
Primary
Location: China-Dalian
Organization: Outsourcing for Accenture Clients (Services)
Schedule: Full-time

Job Segments: Help Desk, Technology