Job expirat
- Proactive resolution of inquiries and problems of customers regarding the current platform
- Recognition of technical problems
- Delivering Services as defined in SLA. Ensure the Faster, Accurate and Reliable Service to the end Customer
- Administration, monitoring and optimization of Service Request resolution in accordance with the CIO and LTS policies/procedures
- Enter SR details into call tracking system
- Report extra services provided beyond SLA
- Escalate and record all Incidents
- Continued self-study to increase knowledge of Firm standard hardware, software and related components
- Transfer of acquired knowledge
- Track and maintain the Asset inventory database
- Conduct periodic/regular audits to ensure accuracy/integrity of the asset inventory database
- Inspecting selected hardware on a regular basis to confirm operational ability
- Become/remain informed of relevant technological developments
- Effective prioritization within the scope of responsibility
- Prompt notification of deviation to plan
- Other duties as assigned
Education:
- University graduate in IT/EC
Experience:
- Work experience in IT infrastructure and service delivery is a strong plus
Knowledge:
- Good knowledge on Support processes
- Good knowledge on Workstation support
- Basic understanding of the Network topology & network connectivity(LAN/WAN), switching & routing and Server operations
- Basic understanding of the voice systems
- Call logging tools like Remedy, Supportworks etc
Skills:
- Technical Skills
- MCP (Optional) or CCNA (Optional)
Soft Skills:
- Problem Solving Skills
- Analytical Skills
- Strong Customer orientation skills
- Good communication skills
- Ability to deal with stress of competing priorities and diverging interests within the same immediate time frame
- High energy level and be able to effectively work with various cross functional teams
- Good command of English
Accenture is a global management consulting, technology services and outsourcing company. With more than 181,000 people serving clients in over 120 countries, the company generated net revenues of US$23.39 billion for the fiscal year ended Aug. 31, 2008. Its home page is www.accenture.com
Our clients are some of the world\'s most dynamic organizations - 96 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500. Committed to deliver innovation, we help them find the ways to become more successful in every part of their business from strategic planning to day-to-day operations.
Our people are our most important asset and we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your manager to determine what skills you need and how to build them.
Choose Accenture for a career where the variety of opportunities and challenges allows you to make a difference every day. A place where you can develop your potential and grow professionally, working alongside talented colleagues. The only place where you can learn from our unrivalled experience, while helping our global clients achieve high performance. If this is your idea of a typical working day, then Accenture is the place to be.
