Job Details @ Accenture Solutions

Job Description

IT Service Desk Specialist I Job Responsibilities Under general guidance, provide accurate, friendly, and efficient customer service over the phone to employees and contractors for their IT-related questions and issues. - Efficiently intake and resolve 60% of assigned tickets and service requests using defined, repeatable processes - Listen and empathize with a wide-ranging customer base and provide helpful solutions and/or educate users with IT related issues - Politely and efficiently probe to obtain understanding of the incoming callers issue or question - Correspond (written, verbal, electronic) with customers in a professional and friendly manner - Document customer interactions in a systematic, detailed, and accurate manner - Handle sensitive and confidential information in accordance with department standards and protocols - Collaborate actively and regularly within the Infrastructure Services team and across the broader IT organization in order to provide the. best possible service to end users Education - Associates degree or equivalent experience is required Experience - Minimum of zero (0) to two (2) years of progressive, relevant information technology experience Qualifications - Outstanding customer service skills and experience - Excellent English speaking, listening, and writing skills (especially considering dialects across the US) - Proficient in using IT Service Management/Service Desk ticketing tools and can effectively create/search/modify IT Incidents and Service Request tickets in the ITSM system (ITSM is Cherwell in this enviroment) - Ability to analyze and troubleshoot issues using Knowledgebase articles - Ability to educate end users and perform basic troubleshooting for Outlook, Internet Explorer, and Skype - Typing proficiency of 40wpm or greater - Working knowledge of Microsoft Office, Outlook, Word and Excel - Has fundamental knowledge of specific technologies and processes - Solid oral and written communication skills - Solid collaboration skills in working together with all members of the team - Acts on, and displays commitment to, self-development - Developing sound judgment in performing tasks and proactively contributes ideas to help improve existing processes - Developing skills necessary to solve simple problems - Developing analytical skills used when working with data - Developing in offering suggestions regarding improvements or enhancements to current tasks, assignments, and projects - Developing proficiency in understanding project management methodologies and practices, process and data analysis, and ITSM activities - Has a basic knowledge of some areas of the business model Job Type: Full-time Shift: UK shift US shift Experience: total work: 1 year (Preferred) Work Location: In person

Employement Category:

Employement Type: Full time
Industry: IT
Role Category: IT Services & Consulting
Functional Area: Not Applicable
Role/Responsibilies: Job Details

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Keyskills:   Writing skills Troubleshooting Microsoft Office Outlook Word Excel Communication skills Analytical skills Outstanding customer service skills English speaking Listening IT Service ManagementService Desk ticketing tools Knowledgebase articles Collaboration skills Selfdevelopment Project management methodologies Business model knowledge