8 days old

Service Desk Incident Manager

New York, NY 10176


We are:



Accenture is a leader in cloud transformations working with AWS, Azure, Google, and private clouds such as VMWare. The formation of Accenture Cloud First, with a $3 billion investment over three years, demonstrates our commitment to deliver greater value to our clients when they need it most. Our Cloud First multi-service group of more than 70,000 cloud professionals delivers a full stack of integrated cloud capabilities across data, edge, integrated infrastructure and applications, deep ecosystem skills, culture of change along with a deep industry expertise to shape, move, build and operate our clients businesses in the cloud. To accelerate our clients transformation leveraging cloud, we combine world-class learning and talent development expertise; deep experience in cloud change management; and cloud-ready operating models with a commitment to responsible business by design with security, data privacy, responsible use of artificial intelligence, sustainability and ethics and compliance built into the fundamental changes Accenture helps companies achieve. Our services cover the full spectrum of client needs, from strategy to service management, device-to-cloud networks, workplace solutions, and more.



Today, more than ever, companies need to operate and compete at an unprecedented speed and scale as industries are reshaping beneath them. This means innovating faster, creating new revenue streams, deriving more insights from data and from the edge and interacting differently with their customers, partners, and employees. Choose Accenture and make delivering this kind of innovative work part of your extraordinary career.



You are:



The Service Desk Incident Manager will provide technical support for resolution of customer IT problems, incidents, issues, requests, and queries. They will manage team and liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Focus on customer contact, not transaction processing.



The work:









+ Manage Global Helpdesk queue and appropriately assigns tickets and requests to corresponding teams.



+ Assist in troubleshooting client technical issues takes all escalation calls when necessary



+ Make recommendations for ways to improve support procedures



+ Maintain/manage an up-to-date knowledge system of known customer issues and solutions



+ Ensure/enforce that customer service is timely and accurate on a daily basis (SLAs)



+ Train and support help desk representatives and technicians



+ Contribute to improving customer support by actively responding to requests and handling complaints



+ Establish best practices through the entire technical support process



+ Follow up with users to identify areas of improvement



+ Develop daily, weekly and monthly high-level reports on help desk teams productivity to manager



+ Provide customer feedback to the appropriate internal IT teams



+ Maintain and publishes the techs weekly schedules









For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.



Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.





Who do we need?









+ Minimum 1 year of Help Desk Experience



+ Minimum 1 year of ticket queue management and SLA management experience



+ Bachelors degree or equivalent (minimum 12 years) work experience. If Associate Degree, must have a minimum 6 years work experience).









What We Believe







We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.







Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)







Equal Employment Opportunity Statement







Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.







All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.







Accenture is committed to providing veteran employment opportunities to our service men and women.







For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/\_acnmedia/Careers/PDF-9/Accenture-Annual-Policy-Statement-Regarding-EEO-2018-Applicant.pdf)







Requesting An Accommodation







Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.







If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/contact-us) or speak with your recruiter.







Other Employment Statements







Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.







Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.







Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.







The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.







Unless expressly indicated, this role is not open in the state of Colorado.


Posted: 2021-04-30 Expires: 2021-05-30

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Service Desk Incident Manager

Accenture
New York, NY 10176

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast