Service Desk Management SW/Application Tech Support Practitioner
Accenture
Bengaluru, India
6d ago

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 : Gurugram
  • Must Have Skills : Service Desk Management
  • Good To Have Skills : Infrastructure Service Management
  • Job Requirements :
  • Key Responsibilities : Standard JD format : Role : Service Desk Agent Level GSkill : Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat remote support Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process a

    Technical Experience : Minimum Skill Requirement Must Have : Incident management and usage of ITSM Excellent communication skills, with neutral accent Excellent written communication skills with email etiquettes Good problem solving and analytical skills Excellent customer service skills Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when required

    Professional Attributes : Support Type / Hours 1Predominantly Voice Interaction support and also through email, chat remote support224x7 Support, shifts based on roster This means role requires working in US / Night shifts and weekends and on national holidays 310 hours shift with 1 hour break split into 2 short brea

    Educational Qualification : Educational Requirements Mandatory required : - Bachelor degree or 3 year diploma Good to Have : - Te

    Additional Information : Updated due to 1000 character limit Technologist constantly upgrades his technical, process an

    Qualifications

    15 years of full time education

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