Service Desk Voice Support

Accenture in the Philippines


Date: 3 weeks ago
City: Cebu City
Contract type: Full time

  • Perform level 1 support for End Users, as applicable depending on the type of contact, serving as the initial point of contact for incidents and service requests. This is voice, email and chat
  • Document incident and service requests in Client’s ticket management system, ServiceNow
  • Provide initial triage and ticket routing to onshore service desk resources. \
  • Provide End Users with customer service including telephone manners, writing skills, articulation
  • Perform warm transfer, as appropriate, to the onshore service desk resources for calls that cannot be resolved on first contact by the L1 Epic Service Desk.
  • Facilitate escalations to leadership as needed
  • Provide first call resolution for scripted issues
  • Provide and maintain reporting for all L1 Epic Service Desk tickets and MyChart
  • Search historical service requests and incident resolutions, with associated scripts and questions, for use by Accenture personnel
  • Provide incident status to End Users who call the Epic Service Desk
  • Follow client’s provided escalation procedures for severity level adjustments and incident resolution
  • Be responsible for established escalation paths by contacting via telephone calls (home/work), paging, email, voice mail, as required by the severity level of the incident.
  • Work to reduce the overall resolution time for incidents


    • Qualifications Required:


  • Bachelor’s Degree in Computer Science, IT or related field or Allied Medical Health, with relevant Service Desk, Technical Support or Healthcare support experience.
  • Basic knowledge/experience with the healthcare industry
  • Epic experience preferred
  • Experience with AWS Connect, ServiceNow, Remote control – Bomgar a plus
  • PC management – Microsoft SCCM/Intune/Eracent/JAMF a plus


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