IT Customer Service Analyst

Accenture PLC; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Accenture PLC in Hyderabad, India is seeking an IT Customer Service Analyst to manage chat-based service desk activities, resolve customer queries, and handle escalations. The role emphasizes email and chat proficiency, incident resolution, and adherence to SLAs.

Candidate should have 3–5 years of experience and a graduation degree, with willingness to work in rotating shifts as needed. This position is aligned with Accenture’s customer support vertical and non-voice processes.

Qualifications

• Service desk non-voice support focus with chat/email handling.
• Graduation completed and eligible for support roles.

Responsibilities

• Handle customer queries, escalations, and complaints via chat/email.
• Resolve incidents and service requests within defined SLAs.
• Record, diagnose, troubleshoot, and assign issues per scope.
• Work in rotational shifts as required and collaborate with peers.

Skills

Chat - Service Desk Non-Voice Support

Education

Any Graduation

Job description

Skill required:

Chat - Service Desk Non-Voice Support

Designation:

IT Customer Service Analyst

Qualifications:

Any Graduation

Years of Experience:

3 to 5 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.
• Candidate who is good in email and chat process who is good in typing is what is preferred here
• 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 - P1

Roles and Responsibilities:

• In this role you are required to do analysis and solving of lower-complexity problems.
• Your day to day interaction is with peers within Accenture before updating supervisors.
• In this role you may have limited exposure with clients and or Accenture management.
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments.
• The decisions you make impact your own work and may impact the work of others.
• You will be an individual contributor as a part of a team, with a focused scope of work.
• Please note that this role may require you to work in rotational shifts

Any Graduation

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