Job expirat
The Incident Coordinator would be expected to be part of the following key operational areas:
• Escalation Management: identify, manage, and lead escalations through L1-L3. Work with others to help manage escalations through all levels.
• Change Management: Independently review, implement, and verify changes of high complexity and risk to meet customer and infrastructure needs.
• Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional Lead teams which address operational processes and policies in work area.
Job Responsibilities:
• Monitor the Service desk queues and review the case to ensure all of the details necessary are included in the notes and re-assign the case to the appropriate support group for assistance.
• Monitor trends. The Work Coordinator will be able to trend issues by type to identify possible larger outages that may be occurring.
• Page out all P1/P2 incidents and document in the Remedy that the page is completed.
• Monitor P1/P2 issues that have not been picked up by the forward group.
• Ensure that all communication regarding P1/P2 incidents is done to the service desk and to all relevant services.
• Being able to maintain communication with any escalation group to ensure the correct handling of the incidents within a timely manner.
• Report on the Incident life cycle, identify and highlight trends in order to always help the Service desk to improve his delivery.
• + 2 years experience on a Service Desk Environment
• Extensive knowledge of client processes and procedures
• Individuals must have be able to multitask in a fast paced environment
• Excellent customer service skills
• Excellent communication and interpersonal skills
• Excellent problem solving and analytical skills
• Ability to remain calm and courteous in periods of stress
• Fluency in English
• Nice to have German or French language skills
Bring your talent and passion to Accenture - sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.
Accenture is one of the world's leading companies providing consulting, technology and outsourcing services, with approximately 281,000 people serving clients in more than 120 countries. We work with our clients to help them find ways to become more successful in every part of their business, from strategic planning to day-to-day operations. We focus equally on employees' development by creating a culture of excellence and offering extensive training programs that support professional growth.
To find more about Accenture and how you can use and improve your skills, visit our careers website accenture.ro/cariere and our Facebook page facebook.com/accenture in romania.
