IT Service Management Analyst (Night Shift Support)

If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!

We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them.

This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities:

• Represent the customer's business impact

• Support the end-to-end problem resolution

• Problem identification against the case portfolio

Key Role Responsibilities

Technical Know-How

• Knowledgeable in products such as Windows, Azure, Cloud, or any related tools/technologies

Incident Management

• Knowledgeable in IT Service Management process

• Monitor reactive cases owned by internal support organizations

• Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

Relationship Management

• Know the customer and understand our customer's expectations with their reactive support experience

• Focus on critical issues to ensure customer satisfaction

• Set proper expectations with customers for support

Proactive Management of Reactive Experience

• Acknowledge and respond to customers requests promptly

• Anticipate risk and escalations based on customer context

Escalation Handling

• Handle high-risk escalations and gather/analyze information as needed to support the customer

• Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

• Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration

Critical Thinking

• Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention

• Establish a customer obsession approach that puts the customer and the customer operational health in the center

Required:

• Degree holders with minimum 3 years of experience in supporting enterprise technologies or equivalent

• Strong English, and Mandarin or Cantonese proficiency, written and verbal communication skills

• Experienced in customer service, with a focus on empathy and active listening skills

• Positive, energetic, enthusiastic attitude

• Strong attention to detail

• Excellent at multi-tasking & task prioritization

• Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc

• Ability to apply judgement in high pressure situations with minimal external guidance

Preferred:

• Understanding of reactive case lifecycle and troubleshooting methodology

• Track record in successfully coordinating activities that involve cross-team of internal/external contacts

• ITIL Foundation certified (or equivalent)

Additional Details:

• Working Hours: Monday to Friday, 11PM - 8AM

• Work Arrangement Type: Hybrid

#LI-GM

About Accenture

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 approximately 791,000 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 and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent 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.

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.