Accenture

Service Desk Management

Accenture

October 14, 2021

Job Description
About Accenture: Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 514,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com

  • Project Role :
    SW/Application Tech Support Practitioner
  • Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
  • Management Level :12
  • Work Experience :1-2.5 years
  • Work location :Kolkata
  • Must Have Skills : Service Desk Management
  • Good To Have Skills : Service Desk Voice Support
  • Job Requirements :

    • Key Responsibilities : -L1 Service Desk Call Taking Profile - Respond to the incidents reported by customer through voice, emails, and chats - Identify, investigate, and diagnose the issue, resolve, or assign the incident to right assignment group - Provides resolution to customer based on in scope processes - Follows the incident life cycle as defined by process - Technologist to respond to the incidents / issues reported by Customer predominantly through Voice

    • Technical Experience :
      -Good problem solving and analytical skills -Interaction and through email, chat remote support, depending on aligned Project job nature - Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group

    • Professional Attributes:
      -24x7 Support, shifts based on roster Flexibility to work in shifts US / Night shifts and weekends and on national holidays Subject to Project requirement with two days week off in a week -9 half hours shift 5 days working per week, with weekly offs based on roster/Project requirement

    • Educational Qualification:
      - Bachelors degree- Bachelors degree: BE/BTech,BCA, BSc BCom with technical knowledge/Certification

    • Additional Information:
      -Excellent verbal and written communication skills with email etiquette and customer service skill

Qualifications
15 years of full time education