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 :Bengaluru
  • Must Have Skills : Service Desk Management
  • Good To Have Skills : Service Desk Voice Support
  • Job Requirements :

    • Key Responsibilities : a: L1 Service Desk profile b: Respond to the issues reported by customer through voice interaction and through email, chat, etc c: Identify, investigate, and diagnose the issue d: Provide resolution to customer based on in scope processes e: Follows the incident life cycle as defined by process - log the incident - categorize and document - resolve or assign the incident to relevant assignment group f: Achieve client and Accenture defined targets

    • Technical Experience :
      a: Incident management and usage of ticketing tools b: Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills c: One to two years of experience d: Minimum one year of experience in Service Desk domain supporting global customers

    • Professional Attributes:
      a: Excellent communication skills with neutral accent b: Excellent written communication skills with email etiquette b: Good problem solving and analytical skills c: Excellent customer service skills e: Ability to remain calm and courteous while facing irate customer or managing back-to-back calls

    • Educational Qualification:
      a: Bachelors degree

    • Additional Information:
      a: 24/7 support b: Shift, week off based on roster c: 5 day working/week e: 9:30hr shift, 1hr break

Qualifications
15 years of full time education