Accenture Service Desk Management in Gurugram, India
About Accenture: Accenture Technology powers our clients’ businesses with innovative technologies—established and emerging—changing the way their people and customers experience work, life and entertainment. Join Accenture Technology and you’ll translate the operational needs of the world’s governments and leading businesses into the innovative technical solutions that will enable them to better serve their customers—your friends, family and neighbors.You’ll deliver everything from point solutions for a single business function to large, long-term outsourcing services, to complex systems integration installations spanning multiple businesses and functions. You’ll create custom-designed solutions or integrate our technology platforms with their operations.
Role :SW/Application Tech Support Practitioner
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.
Must Have Skills :Service Desk Management
Good To Have Skills :Infrastructure Service Management
Job Requirements :
Key Responsibilities : 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
Technical Experience : 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 and ensures proper documentation Provides resolution to customer
Professional Attributes : 1 Predominantly Voice Interaction support and also through email, chat remote support 2 24x7 Support, shifts based on roster This means role requires working in US / Night shifts and weekends and on national holidays 3 10 hours shift with 1 hour break split into 2 short breaks and one lunch breaks
Educational Qualification : Mandatory required:- Bachelor degree or 3 year diploma Good to Have:- Technical certification like
Additional Information : Technologist constantly upgrades his technical, process and soft skills to achieve the client and in
15 years of full time education
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