IT Customer Service Representative Copy 01

8101 Acc Sol Pvt Ltd Company; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Accenture in Bengaluru seeks an IT Customer Support Shift Lead to oversee delivery of IT infrastructure services, ensuring SLA targets are met and delivering exceptional customer experience for the leadership team. The role emphasizes Windows and cloud management, ITIL, and cross-functional collaboration across shifts.

The candidate should have strong incident resolution skills, a customer-centric approach, and the ability to drive process improvements in a fast-paced environment.

Qualifications

• Minimum 6+ years of experience in Windows/Cloud Management.
• At least 2 years of team management experience.
• Bachelor's degree in CS or related field.
• Experience supporting executive-level staff preferred.
• On-site work with multi-shift requirement.

Responsibilities

• Lead delivery of IT infrastructure services and meet SLAs.
• Manage incident, outage, investigation, and restoration processes.
• Collaborate with cross-functional teams for timely issue resolution.
• Ensure compliance with IT policies and standards.
• Support leadership with tablets, smartphones, networks and peripherals.
• Diagnose and resolve issues quickly to minimize disruption.
• Stay updated on IT support technologies and trends.
• Identify opportunities to improve processes and tools.
• Coordinate with vendors for hardware/software procurement and maintenance.
• Provide training on new technologies and best practices.
• Provide 24/7 operational support across multiple shifts.

Skills

Microsoft Windows

Cloud Management

Microsoft 365

Network Infrastructures

IT Operations

ITIL

Incident/Problem/Change management

Hardware/Software/Networking concepts

Communication skills

Customer-focused IT support

Education

6+ years in Windows/Cloud Management

2 years in Team Management

Bachelors in CS or related field

Job description

As an IT Customer Support Shift Lead, the candidate should be responsible for managing the delivery of IT Infrastructure services meeting all the SLA’s focusing on Customer Experience. This role requires a combination of technical expertise, excellent communication skills, and the ability to prioritize tasks effectively. Ensuring smooth operation of technology tools and addressing technical issues promptly and delivering high-quality support to optimize productivity and efficiency.

Roles & Responsibilities

• Lead the delivery of IT Infrastructure services & ensure all the SLA’s are met.
• Manage Incident, Issues and Outage management, Investigation, and restoration.
• Collaborate with cross-functional teams to ensure timely resolution of issues.
• Ensure compliance with IT policies, procedures, and standards are followed.
• Provide technical assistance and support to the leadership team members for tablets, smartphones, network-related and other peripheral devices.
• Diagnose and resolve technical problems promptly, ensuring minimal disruption to the workflow of the leadership team.
• Stay informed about emerging technologies and trends in IT support.
• Proactively identify opportunities to improve processes, systems, and tools to enhance the efficiency of IT support.
• Coordinate with external vendors and service providers for hardware/software procurement, maintenance, and support as needed.
• Conduct training sessions or provide individual guidance to team members on new technologies, software applications, and best practices for IT usage.
• Provide operational support role in a multi-shift 24/7 and should be able to work across various shifts.

Professional & Technical Skills

• Must To Have Skills: Proficiency in Microsoft Windows & Cloud Management.
• Good To Have Skills: Experience with Desktop Transformation, Microsoft 365, and Network Infrastructures.
• Strong understanding of IT Operations and Service Management.
• Strong understanding of ITIL processes and methodologies.
• Strong knowledge of hardware, software, and networking concepts.
• Experience with incident, problem and change management processes.
• Knowledge of IT policies, procedures, and standards.
• Excellent communication and Collaboration skills.
• Proven experience in providing technical support in a corporate environment, preferably supporting executive-level staff.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Familiarity with IT security best practices and data privacy regulations.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), Cloud, or Cisco Certified Network Associate (CCNA) are a plus.
• Strong problem-solving skills and a customer-centric approach to IT support.
• Proficiency in troubleshooting technical issues and providing timely solutions.

Qualifications

• Candidate should have a minimum of 6+ years of experience in Microsoft Windows/Cloud Management & 2 years in Team Management.
• The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful IT solutions.
• Work from Office & in multiple Shifts.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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