Infra Tech Support Practitioner Copy 01

Ensuring that services are delivered to meet customer business needs and expectations.  He or she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests issues in a timely fashion.  He or she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems.  He or she applies quality processes in performing the tasks.

Providing first level of support for customer and system incidents and requests using basic technical and service knowledge

Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents

Performing initial level of diagnosis of incidents and resolving them when appropriate

Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services

Ensuring proper documentation on incidents and / or requests handled

Following up on incidents to ensure resolution and customer satisfaction

Monitoring issues until they are resolved / closed

Demonstrating good understanding of the customer’s business needs and applying them to the management of system events & incidents

Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and / or requests.

Maintains an understanding of customer Service Level Agreements

Develops and maintains product knowledge, business and professional skills by participating / attending CBT and classroom trainings

Develops and maintains knowledge about the tools, standards and processes used by the project team and the client.

Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback

Yielding productivity at the same level as client Service Level Agreements

Security Roles and Responsibilities

Shall protect confidential information that is entrusted to them or to which they are otherwise exposed.

Should not disclose any confidential Company, client, or third-party information to anyone outside the Company, except as authorized.

Should not ever use confidential client, third-party or Company information for personal gain or advantage.

Under no circumstances discuss with clients matters that concern other clients or engagements without the express authorization of such other clients.

Must immediately open and act upon security communications from Protecting Accenture.

Ensuring that services are delivered to meet customer business needs and expectations.  He or she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests issues in a timely fashion.  He or she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems.  He or she applies quality processes in performing the tasks.

Providing first level of support for customer and system incidents and requests using basic technical and service knowledge

Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents

Performing initial level of diagnosis of incidents and resolving them when appropriate

Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services

Ensuring proper documentation on incidents and / or requests handled

Following up on incidents to ensure resolution and customer satisfaction

Monitoring issues until they are resolved / closed

Demonstrating good understanding of the customer’s business needs and applying them to the management of system events & incidents

Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and / or requests.

Maintains an understanding of customer Service Level Agreements

Develops and maintains product knowledge, business and professional skills by participating / attending CBT and classroom trainings

Develops and maintains knowledge about the tools, standards and processes used by the project team and the client.

Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback

Yielding productivity at the same level as client Service Level Agreements

Security Roles and Responsibilities

Shall protect confidential information that is entrusted to them or to which they are otherwise exposed.

Should not disclose any confidential Company, client, or third-party information to anyone outside the Company, except as authorized.

Should not ever use confidential client, third-party or Company information for personal gain or advantage.

Under no circumstances discuss with clients matters that concern other clients or engagements without the express authorization of such other clients.

Must immediately open and act upon security communications from Protecting Accenture.