IT Service Desk Agent with German

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.

Are you the right fit for the job?

• You are fluent in German & 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.

• 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.