Service Control Rep

Description

If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.

 

Accenture?s Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR.  We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.

 

The Services workforce is made up of four groups: Client Operations, Project Based, Delivery Centers and BPO Businesses.  Most of our people in Services are based long-term at a client location, an Accenture Delivery Center or, in some cases, an Accenture office.

 

Job Description for Service Control Rep - Wilmington, DE 
Client Operations professionals are responsible for the day-to-day provision of long-term outsourcing services to one or several clients.  They design, manage and implement the activities associated with key business functions. The Service Delivery/Operations capability focuses on the attributes or skills essential to providing the necessary services and solutions to the client, the client?s employees or the client?s customers in fulfilment of contractual obligations agreed upon by both parties. The Application Outsourcing specialty incorporates skills which support the programming, management and maintenance services required to implement and support new installations or maintain and improve existing legacy systems for our clients.

Service Control Representative staffs help desk function for Accenture.  Provides end to end support for the suite of applications. Responds to phone calls during normal business hours.  Handles on-call phone and other support during non-business hours as warranted by customer needs and Service Level Agreement (SLAs) response time commitments. 

 

?  Understands how the client application is used by customers.

?   Enters and maintains call and problem information in the Common Problem Management Tool (CPMT). 

?  Takes responsibility for the integrity and maintenance of the problem, question, and request. 

?  Take ownership and care of Problem, Question, and Requests to the customer?s satisfactory results.  

?  Recognize issues; take ownership and drives to resolution with minimal supervision.

?  Provides after hours support . 

?  Accountable for end-to-end problem resolution.

?  Responsible for ensuring that the SLA (Service Level Agreement) is at or exceeds the maximum expected service level.

?  Assigned specific areas of responsibility/deliverables

?  Perform routine to moderately complex tasks

?  Interaction with consumers/customers ? internal and external

?  As appropriate, may coordinate the work of others in a discreet activity/small team effort ? RCCA facilitation, Escalation of CAT 1 and CAT 2 problems and Finance Month End escalation.

?  Interact effectively with functional, technical and technology teams.

?  Follow written procedures and processes

?  Adherence to DSAP Center of Excellence initiatives and applying to day to day operations

 

Qualifications

 

MUST HAVE SKILLS

 

?  Effective oral communications

?  Effective written communications

?  Teamwork collaboration

?  Ability to handle multiple tasks simultaneously and interact with key users

?  Ability to complete complex/non-standard tasks in area of responsibility

?  Ability to determine criticality of problem reported

?  Problem management skills

?  Customer/client interfacing


Accenture is a global management consulting, technology services and outsourcing company.  Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments.  With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills and technologies to help clients improve their performance.  With more than 123,000 people in 48 countries, the company generated net revenues of US$15.55 billion for the fiscal year ended Aug. 31, 2005.  Its home page is www.accenture.com.

 

 

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Applicants for employment in the US must possess work authorization which does not require sponsorship by the employer for a Visa.  We are an Equal Opportunity Employer.

 

Candidates who are currently employed by a client of Accenture Business may not be eligible for consideration.