Incident Management Analyst with Dutch

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.

- 0-2 years of experience in a technical support environment
- Good English & Dutch skills
- Bachelors degree
- Strong written and communication skills
- Positive, energetic, enthusiastic attitude
- Strong attention to detail
- Excellent at multi-tasking & task prioritization
- Strong skills in Microsoft Office applications including, Word, Excel, PowerPoint, Skype for Business and Outlook
- Ability to apply judgement in high pressure situations with minimal external guidance
- Strong ability to comprehend written communications
- Understanding of reactive case life-cycle and troubleshooting methodology

- Identify the root cause of reactive support incidents and categorize in line with ITIL methodology

Ongoing oversight of reactive cases:
- Regular case reviews of reactive cases owned by internal support organizations to assess health and status
- Gather/analyze information as needed to support the customer
- Situational awareness & tracking
- Proactive risk mitigation
- Administrative casework

Driving cases to a healthy state:
- Communication with internal client`s resources for case updates and action requests
- Direct communication with customers to promote case progress where necessary
- Assisting to set the proper expectations with customers for support
- Facilitation of meetings between customers and internal support organizations to expedite actions plans and progress

Reporting:
- Produce regular reports on case health metrics and status to be delivered to customers
- Participate in and prepare content for regular customer meetings
- Case Trending (People, Process, and Technology)