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Infrastructure Service Incident Management Associate (with Arabic and French) - job post

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Bring your talent and passion to Accenture – sharpen your skills, build an extraordinary career and play a key role in creating solutions that transform organizations and communities around the world.

We are a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

Serving clients in more than 120 countries, we drive innovation to improve the way the world works and lives.

We focus equally on employees’ development by creating a culture of excellence and offering extensive training programs that support professional growth.

In Accenture Technology, we investigate and explore new technologies to determine how our clients can use them – helping their business innovate, grow and improve.

The Infrastructure Service Incident Management Associate
provides functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. They liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner and ensures proper documentation, notification, escalation, tracking and follow up of all incidents.

Problem solvers with a people focus, acting as the ongoing interface between the client and the system or application. Dedicated to quality, use communication skills to keep systems running.

Our future colleague will:

  • Receives and logs all e-mail/web/phone call and ensures proper documentation

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

  • Documents verifications and customer information in data capture tool and when needed, transfers ticket to responsible party for resolution

  • Follows Reminder procedure to ensure ticket resolution

  • Manages tickets assigned in expected SLA

  • Manages e-mails/phone calls in expected SLA

  • Manages Shared E-mail boxes

  • Manages Ticketing Queues

If you are logical, adaptable and have:

  • Fluency in client’s language (Arabic – minimum B2)

  • Fluency in French (minimum B1)

  • At least Upper Intermediate English

  • Customer Interaction Handling

  • Problem Solving & Escalation Management

  • Data Quality

  • Service Level Agreement understanding/handling

  • Organization skills, attention to detail and follow through to resolve any outstanding issues

  • Good technical aptitude with an ability to learn quickly

  • Time management and administrative skills

  • Written and verbal communication skills: manages internal communications and external/client communications

  • Discretion, professionalism, confidentiality and judgment.

  • Computer literacy and working knowledge of Microsoft Office

What we offer:

  • Access to trainings and materials for different skills (both technical skills and soft skills)

  • Sponsorship for certifications

  • Access to multiple online learning platforms

  • Continuous growth in a positive and multicultural work environment

  • Refer-a-Friend – get a bonus in the employee referral program

  • Family oriented benefits

  • Share purchase plan

  • Personalized benefits package, including meal vouchers, public transportation, medical services, private pension, life insurance, gym subscription and many more

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