Accenture Looking for Team Lead/Consultant-IT Help desk at Bengaluru, Karnataka

Accenture; Bengaluru; On-site; INR 9,00,000 - 12,00,000; Full time

Job summary

Join a forward-thinking company as a Team Lead in IT Help Desk, where you will play a crucial role in enhancing customer satisfaction through effective technical support. This exciting position involves managing customer queries, resolving complaints, and providing guidance to your team. With a focus on problem-solving and teamwork, you will thrive in a dynamic environment that embraces change and innovation. If you are passionate about technology and customer service, this is an opportunity to make a meaningful impact in a global professional services firm, helping clients navigate their digital transformation journey.

Qualifications

• 7-11 years of experience in IT Help desk or Customer Service.
• Ability to work under pressure and manage multiple stakeholders.

Responsibilities

• Manage and resolve customer queries and complaints effectively.
• Analyze and solve moderately complex problems and create new solutions.

Skills

Customer Service

Technical Support

Problem Solving

Teamwork

Stakeholder Management

Dispute Handling

Education

Any Graduation

Job description

Skill required: IT Help desk – Customer Service Technology Support

Designation: Team Lead/Consultant

Job Location: Bengaluru

Qualifications: Any Graduation

Years of Experience: 7-11 years

About Accenture Operations

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services – all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

What would you do?

You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA’s.

You will be working as a part of IT Help desk team assisting in application related technical issues. You will be responding to the incidents/issues reported by customer predominantly through voice Interaction and through email, web tickets & remote support.

This role is aligned to our Customer Service Technology Support team which works on providing technical assistance on the use of specific systems, software and infrastructure and in troubleshooting of technical problems.

What are we looking for?

We are looking for individuals who have the following skillset:

1. Ability to perform under pressure
2. Ability to work well in a team
3. Ability to handle disputes
4. Ability to manage multiple stakeholders

Roles and Responsibilities

In this role, you need to analyze and solve moderately complex problems.

You are required to create new solutions, leveraging and, where needed, adapting existing methods and procedures.

You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.

Your primary upward interactions are with your direct supervisor.

You may interact with peers and/or management levels at a client and/or within Accenture.

You will be provided with guidance when determining methods and procedures on new assignments.

The decisions that are made by you will often impact your team.

You would be an individual contributor and/or oversee a small work effort and/or team.

Please note this role may require you to work in rotational shifts.