IT Customer Service Representative Copy 01

Accenture in India; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Accenture in India is seeking an IT Customer Support Analyst to ensure incidents and outages are resolved promptly, documented, and tracked. You will provide technical assistance to leadership, prioritise tasks, and work across shifts in a fast-paced environment.

The role requires strong Windows & Cloud management skills, ITIL knowledge, and excellent communication. Collaboration with cross-functional teams and a customer-centric approach are essential.

Qualifications

• 4+ years of experience in Microsoft Windows & Cloud Management.
• Educational background in computer science or a related field.
• Experience in a corporate IT support environment.
• Willingness to work in multiple shifts.

Responsibilities

• 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 leadership team for devices.
• Diagnose and resolve technical problems promptly to minimize disruption.
• Stay informed about emerging technologies and trends in IT support.
• Identify opportunities to improve processes, systems, and tools.
• Coordinate with external vendors and service providers for procurement, maintenance, and support.
• Provide operational support in a multi-shift 24/7 environment.

Skills

Windows & Cloud Management

ITIL knowledge

Incident & Change Mgmt

Networking basics

Communication & Collaboration

Problem-solving

Education

Bachelor's degree in CS or related

Tools

Microsoft 365

Desktop Transformation

Job description

As an IT Customer Support Analyst, the candidate should be responsible for ensuring all incidents and outages are closed in a timely manner, properly documented, tracked, and resolution occurs. Provide technical assistance to the leadership team. This role requires a combination of technical expertise, excellent communication skills, and the ability to prioritize tasks effectively.

Roles & Responsibilities:

• 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.
• 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.
• Knowledge on 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 4+ years of experience in Microsoft Windows & Cloud 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.