Job expirat
• Ensure Technical Support activities are in accordance with agreed standards and procedures;
• Develop an effective and workable framework for managing and improving customer IT support in the organization;
• Incidents Deep Dive and develop strategies for improvement;
• Determine root cause of issues and communicate appropriately to internal and external customers;
• Identify and document potential service improvements in accordance with ITIL best practice;
• Update process and procedures, as and when required, that are used in
the day-to-day activities. Build training material to support staff and
users;
• Advise management on situations that may require additional client support or escalation;
• Manage process for communicating outage/emergency activities within
organization. Manage vendor relationships as it depends on daily
operational needs. Develop positive and productive working relationships
with colleagues;
• Develop and maintain excellent working relationships with internal customers and other support departments;
Technical skills required:
• Incident Management methodology and tools (ITIL knowledge is a plus);
• Windows 7 OS support, Microsoft Active Directory, Group Policy;
• Computer Image deployment experience (WDS);
• General knowledge on VPN, DNS, DHCP, Cabling, Patching, Servers, Switches;
• Good understanding of PC hardware, servers, printers, other office equipment;
• Microsoft Office 2010, Microsoft Office Lync / LiveMeeting, Telepresence;
• Microsoft Exchange, Cisco Telephony, Cisco Networking.
Experience and Competencies / Personal Attributes required:
• Bachelor’s degree in computers or other technical engineering;
• Experience of working in an IT customer service environment/help desk ( 1 year). Strong Customer Services skills;
• Excellent written and verbal communication skills (English);
• Ability to function effectively with minimum supervision and organize work activities for team members;
• Demonstrate analytical, creative and proactive thinking. Attention to details;
• A positive analytical attitude to process and performance improvement;
• Good problem solving aptitude and skills;
• Good time management skills.
The IT Support is:
• responsible for overall technology operations within the organization;
• focused on managing the performance of Level 2 services & support
to clients (internal) and ensure that service levels are achieved;
• responsible for ensuring that internal customer expectations are met;
• responsible for ensuring that the standards and processes are
followed to provide effective customer service and meet requirements.
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 289,000 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 http://accenture.ro/cariere and our Facebook page https://www.facebook.com/accentureinromania.
