IT Service Desk L1 Support Specialist - #193507

Accenture’s Infrastructure Engineering (IE) practice is dedicated to strategically solving our client’s cloud services, data center, digital workplace and operating model IT transformation challenges. We create predictability for technology intensive environments by applying proven engineering concepts and practices for long-term solutions. Our team consists of visionary infrastructure transformers, with a multidisciplinary team of technologists, financial analysts, project and program managers. We foster critical thinking and innovation that drive career development. Our reward is in a culture of collaborative experts who drive our industry forward. If you are motivated by turning challenging ideas into reality, creating uncharted value for clients and bringing your best self to your work – we want to connect with you.

Work You Will Do:

Service Desk L1 Support Specialist responds to incoming calls, chats, emails, or self-service portal tickets. Job requires that the Support Specialist listen attentively, document conversations, research solutions in a knowledge base, and walk people through support steps, or email support articles or related information to end users for self-handling. The Support Specialist may support three or more clients in various languages to achieve the minimum contact volume required.

Productivity expectation is that agents should be able to handle a minimum of 30 interactions/contacts daily. Where applicable this will be achieved through cross training with various clients.

Agents are expected to play a role in the Knowledge Management life cycle by proposing changes, reporting missing articles, or identifying articles that need to be updated or retired.

Agent flexibility is a key component of this role. Agents may be asked to move from client to client as customers and business support requirements change. This will ensure a good level of agent utilization during their shifts.

Responsibilities:

Receives calls and logs customers’ request and ensures proper documentation

Performs customer request or problem identification and follows defined procedures to resolve correctly

Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention

Develops and maintains knowledge of customer’s specific business environment

Develops and maintains an understanding Service Level Agreements

Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role 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 knowledge of 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 promote client products and services by suggesting additional or alternative products to meet customer's needs

Follows up on incidents with customer to ensure satisfaction

May act as the primary knowledge resource for a product or service, and use this knowledge to propose improvement opportunities to supervisor

Monitors individual and client’s queue to track or assign incidents to ensure that response and/or resolution occurs within the agreed Service Level Agreement

Ensures proper documentation, notification, escalation, tracking, and follow-up

Documents troubleshooting efforts and customer information in Incident Management tool and when required, transfers the call or promptly notify responsible party for resolution

Liaises with other support teams, or product teams

Provides functional and/or technical support

Complete all training (i.e. compliance, processes, tools, functional)

Maintains 90% availability and achieves a minimum of 30 contacts per day originating from diverse business lines and channels

Achieves 80% occupancy

Maintains 90% or over in quality reviews score

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

Completes and resolve customer contact requests received by phone, chat, web, email, incident management tool, etc.

May deliver new hire training, coaching, and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material

Candidate must enjoy talking, display patience, and display positive personality

Strong documentation skills – good spelling & grammar are essential

Experience working in a team environment is essential

Experience working remotely and communicating with team leads through Chat tools is critical to the role

Ability to work unsupervised is essential, on-line supervision and escalations points are there to help but candidates are encouraged to be self sufficient

Basic Skills:

College or other courses in computer programming or network administration is required.

At least one year of experience in troubleshooting and problem-solving skills

One year experience in IT Service Desk teams or similar work

Previous experience using ticketing tools or similar service management tools

Understanding of the general end user technology like computer, network, mobile phone, wireless connectivity, and related devices

Understanding of the general use of Windows, Active Directory, and O365 – additional operating systems are welcome

Understanding of WAN, LAN, Wireless connectivity principles and troubleshooting

Ability to obtain security clearance is a plus

Fluency in one of the following language combinations is required: French and English, OR Spanish and English, OR French, Spanish and English

English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

The job requires availability from Monday to Sunday, with shifts in the morning, evening, or night, occasional overtime, and work on holidays.

Preferred Skills:

Ability to obtain security clearance is a plus