IT Service Desk L1 Support Specialist

Accenture’s Infrastructure Engineering (IE) practice is dedicated to strategically solving our client’s cloud services, data center, digital workplace and operating model IT transformation challenges. We create predictability for technology intensive environments by applying proven engineering concepts and practices for long-term solutions. Our team consists of visionary infrastructure transformers, with a multidisciplinary team of technologists, financial analysts, project and program managers. We foster critical thinking and innovation that drive career development. Our reward is in a culture of collaborative experts who drive our industry forward. If you are motivated by turning challenging ideas into reality, creating uncharted value for clients and bringing your best self to your work – we want to connect with you.

Work You Will Do:

Service Desk L1 Support Specialist responds to incoming calls, chats, emails, or self-service portal tickets. Job requires that the Support Specialist listen attentively, document conversations, research solutions in a knowledge base, and walk people through support steps, or email support articles or related information to end users for self-handling. The Support Specialist may support three or more clients in various languages to achieve the minimum contact volume required.

Productivity expectation is that agents should be able to handle a minimum of 30 interactions/contacts daily. Where applicable this will be achieved through cross training with various clients.

Agents are expected to play a role in the Knowledge Management life cycle by proposing changes, reporting missing articles, or identifying articles that need to be updated or retired.

Agent flexibility is a key component of this role. Agents may be asked to move from client to client as customers and business support requirements change.  This will ensure a good level of agent utilization during their shifts.

Responsibilities:

• Receives calls and logs customers’ request and ensures proper documentation
• Performs customer request or problem identification and follows defined procedures to resolve correctly
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
• Develops and maintains knowledge of customer’s specific business environment
• Develops and maintains an understanding Service Level Agreements
• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
• Shares information required for the team to be successful
• Demonstrates understanding of the customer's business needs or market, and maintains high customer satisfaction ratings
• Develops and maintains knowledge of incident management and knowledge management tools, client information systems, and service desk procedures
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
• May promote client products and services by suggesting additional or alternative products to meet customer's needs
• Follows up on incidents with customer to ensure satisfaction
• May act as the primary knowledge resource for a product or service, and use this knowledge to propose improvement opportunities to supervisor
• Monitors individual and client’s queue to track or assign incidents to ensure that response and/or resolution occurs within the agreed Service Level Agreement
• Ensures proper documentation, notification, escalation, tracking, and follow-up
• Documents troubleshooting efforts and customer information in Incident Management tool and when required, transfers the call or promptly notify responsible party for resolution
• Liaises with other support teams, or product teams
• Provides functional and/or technical support
• Complete all training (i.e. compliance, processes, tools, functional)
• Maintains 90% availability and achieves a minimum of 30 contacts per day originating from diverse business lines and channels
• Achieves 80% occupancy
• Maintains 90% or over in quality reviews score
• May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
• May take accountability for effectively handling senior level escalations or customer complaints received via various sources
• Completes and resolve customer contact requests received by phone, chat, web, email, incident management tool, etc.
• May deliver new hire training, coaching, and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material
• Candidate must enjoy talking, display patience, and display positive personality
• Strong documentation skills – good spelling & grammar are essential
• Experience working in a team environment is essential
• Experience working remotely and communicating with team leads through Chat tools is critical to the role
• Ability to work unsupervised is essential, on-line supervision and escalations points are there to help but candidates are encouraged to be self sufficient