IT Service Desk Agent with Italian

Employer: Accenture
Domain:
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 20.01.2021
    Short company description

    Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders.

    Requirements

    Are you the right fit for the job?

    • You are fluent in Italian & English;
    • You are familiar with MS Word, MS Excel, MS Outlook;
    • You have knowledge of web applications concepts: HTML, HTTP, browser, server;
    • You have knowledge of remote desktop technologies;
    • You have knowledge in troubleshooting of software applications;
    • You don’t have experience, but you want to learn from our professionals; Previous customer care skills and IT Service Desk experience are highly appreciated, but not mandatory as we will give you the opportunity and exposure;
    • You are a team player with good communication skills;
    • You are self-motivated, with a positive and can-do attitude and approach;
    • You are able to solve urgent matters and work under pressure;
    • You are responsible in a work environment.

    Responsibilities

    • Ensures proper documentation, notification, escalation, tracking and follow-up for internal and/or external customer problem/request/issue;
    • Liaise with support/product teams to resolve requests/issues in timely manner;
    • Provides technical support to resolve customer IT requests/issues;
    • Performs support via email, phone, chat and self-service tickets for any IT related issue;
    • Works with users to clarify and understand the issues raised;
    • Solves issues by using a large variety of tools: remote connection tools, Service-Now ticketing tool, Active Directory, MBAM, Remote desktop services etc;
    • Classifies incidents/requests and provides the initial support. If unresolvable, ticket is to be transferred to Level 2 Team with all the needed information;
    • Researches the required information using available resources, user guides and match issues with Known Errors and Problems;
    • Identifies and escalates priority issues;
    • Support in using application functionalities, identification of possible workarounds;
    • Works with Level 2 Teams and business POCs to track and analyze issues;
    • Assists Development team and Level 2 Teams with testing of new application releases;
    • Work will be during regular business hours and regular workdays;
    • Handle operational queries with a sense of urgency and deliver an accurate final job.