Service Desk Associate with Italian

Key Responsibilities

• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation.

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

• Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution.

• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention.

• Develops and maintains knowledge of customer specific business environment. Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements.

• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.

Requirements

• 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

• Fluent in Italian language

• Upper Intermediate English level

• Time management and administrative skills

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

• Discretion, professionalism, confidentiality and critical judgment

• Computer literacy and working knowledge of Microsoft Office

• Ability to operate office equipment (printer, phone, photocopier, etc.)

• Team player with interpersonal and conflict management skills

• Self-Motivated, positive attitude and approach.

• Flexibility to take on additional responsibility and tasks when required.

What we offer

• Home working and flexible working hours

• Benefits packages (employee discounts and rewards, healthcare program, insurance, cafeteria, language bonus, etc.)

• Training packages in various technologies with certifications, language courses

• Over-time work and on-call compensation

• International teams and multilingual environment

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.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

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, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.