Infrastructure Service Incident Management Associate

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation-led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

Preferred Skills and Proficiency Expectations:

• Customer Interaction Handling
• Problem Solving & Escalation Management
• Data Quality
• Service Level Agreement understanding/handling
• Organization skills, attention to detail and follow through to resolve any outstanding issues
• Good technical aptitude with an ability to learn quickly
• Fluent in client’s language and at least Upper Intermediate English
• Time management and administrative skills
• Written and verbal communication skills: manages internal communications and external/client communications
• Discretion, professionalism, confidentiality and judgment.
• Computer literacy and working knowledge of Microsoft Office
• Ability to operate office equipment (e.g. printer, phone, photocopier, etc.)
• Team player with interpersonal and conflict management skills
• Self-Motivated, positive attitude and approach.
• Flexibility to take on additional responsibility and tasks when required
• Flexibility to do overtime when need

Key Responsibilities:
• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
• Develops and maintains knowledge of customer specific business environment
• Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements
• Establish, monitor and evaluate system metrics to identify vulnerabilities and problem trends:
• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job 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 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 perform follow up on incidents with customer to ensure customer satisfaction
• 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
• May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
• May complete and resolve non-call customer contact requests received by web or e-mail
• May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues
• May deliver new hire training and refresher training
• Provide customized information, reports, or other forms of support
• Provide clients with factual information and analysis on systems and application status
• Act as a liaison between the client and the Accenture teams in order to support our client needs
• Participate in operational support, ensuring production systems and devices are online and available;