Delivery Operations Senior Analyst

Accenture in India; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Accenture in India is seeking a Delivery Operations Senior Analyst for Next Generation Customer Operations - Service Desk Non-Voice Support in Hyderabad. The role focuses on managing customer queries, handling escalations, and resolving complaints within SLA targets.

You will diagnose and resolve incidents, and may work in a rotating shift. Key qualifications include 5 to 8 years of experience and graduation in any field.

Qualifications

• Role requires handling customer queries and escalations with SLA adherence.
• Experience in resolving complaints and providing best resolutions.
• Analytical and problem-solving in increasingly complex scenarios.

Responsibilities

• Manage customer queries, escalations and complaints within SLA.
• Record, diagnose, troubleshoot, resolve or assign incidents and service requests.
• Resolve non-voice issues via email, web, and chat.
• Work with peers; some interaction with clients or Accenture management may occur.
• Rotational shifts may be required.
• You may be an individual contributor or oversee a small work effort or team.

Skills

Service Desk Non-Voice Support

People Management

Education

Any Graduation

Job description

Skill required:

Next Generation Customer Operations - Service Desk Non-Voice Support

Designation:

Delivery Operations Senior Analyst

Qualifications:

Any Graduation

Years of Experience:

5 to 8 years

About Accenture

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, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 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.Visit us at www.accenture.com

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.
• a transformation from a necessary function for resolving customer problems into a value generating service that is a strategic differentiator in the market
• Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for?
• Primary skill - Service Desk Non-Voice Support - P5
• Secondary skill - People Management - P4
• Roles and Responsibilities:
• In this role you are required to do analysis and solving of increasingly complex problems.
• Your day to day interactions are with peers within Accenture.
• You are likely to have some interaction with clients and or Accenture management.
• You will be given minimal instruction on daily work tasks and a moderate level of instruction on new assignments.
• Decisions that are made by you impact your own work and may impact the work of others.
• In this role you would be an individual contributor and or oversee a small work effort and or team.
• Please note that this role may require you to work in rotational shifts