IT Service Management Analyst (Mandarin/Cantonese) – Accenture Malaysia
Role Summary
The IT Service Management Analyst (Mandarin/Cantonese) is responsible for building trusted relationships with customers to enhance their experience. This role involves managing complex technical support issues and acting as the Customer Advocate to ensure operational health and issue resolution.
Job Description
In this role, you will engage with customers daily, coordinating with Customer Service Support engineers to address and resolve technical issues. You will play a crucial part in improving customer satisfaction and operational efficiency.
Key Responsibilities:
- Build and foster strong customer relationships.
- Coordinate with Customer Service Support engineers to manage technical support issues.
- Act as the Customer Advocate to facilitate issue resolution.
- Provide operational health insights for designated accounts.
- Manage incident reporting, trending, and escalation handling.
- Proactively acknowledge and respond to customer requests.
- Anticipate risks and address potential issues before they escalate.
Job Requirements
Strong communication skills in Mandarin and Cantonese.
Knowledgeable in IT service management processes.
Familiarity with technical products such as Windows, Azure, or Cloud technologies.
Ability to work collaboratively with engineers to investigate issues.
Customer-focused mindset with a commitment to satisfaction.
Quick Info
Company
Accenture Malaysia
Location
Selangor
Salary
—
Skills Required
7 skills
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Required Skills
Communication
Customer Relationship Management
Incident Management
Technical Support
Problem Solving
Proactive Engagement
Analytical Thinking
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