Accenture South Africa: Help Desk Agent

Posted on :

30 Mar, 2011

Category :

Customer Service Jobs in South Africa

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.
Job Description
Service Delivery professionals are responsible for providing service delivery across the breadth of offerings such as accounting, information technology, application development and maintenance, helpdesk services, procurement, learning and training, and human resources. The work that is performed by our delivery professionals may serve one or more clients concurrently and they may be located directly at a client site or within our global delivery network.
Purpose of the Job:
·Help Desk Agent is responsible for providing Help Desk support to the relevant Edcon departments and suppliers by administrating all Accounts Payable related queries. This involves receiving incoming queries from multiple sources, logging and tracking queries via the Accenture proprietary workflow tool, as well as resolving queries and maintaining the query log.
·Receive inbound calls, emails, faxes and voicemail messages
·Log queries via the Accenture proprietary workflow tool
·Provide first line support and resolution of queries logged to the help desk
·Escalate queries to other nominated Accenture personnel for analysis and resolution where required
·Prepare required service management reporting for Edcon
· Adhere to the defined service levels
·Proactively identify process improvement opportunities and support continuous improvement initiatives under direction of Continuous Improvement Team Lead
·Work effectively as part of a team and seek to support team’s goals
·Broaden own technical, functional and industry specific skill base
·Engage in formal and informal knowledge transfer
·Perform related work as required
Other Features of the Job (e.g., location, traveling, shift hours, etc.):
Functional competencies:
·Knowledge of general accounting principles
·Good numeracy
·Good typing skills
Technical competencies:
·Computer literacy
·Proficiency in Microsoft Office applications, particularly Excel and word
·Proficiency in using accounting software applications such as Retek, MRO and Oracle
·Proficiency in using electronic query management tools
Professional competencies:
·Attention to detail
·Good analytical skills
·Strong problem solving skills through root cause analysis
·Ability to meet deadlines and targets
·Clear communication in English, both verbal and written
·Customer service skills
·Strong interpersonal skills
·Ability to work as part of a team
·Continuous improvement mentality
·Adaptable to change
·Ability to work in a fast paced, high pressure work environment

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