IT Customer Support Analyst

Accenture India Private Limited; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Accenture India Private Limited is seeking an IT Customer Service Representative / IT Customer Support Analyst in Bengaluru to manage incidents, outages, and technical support for leadership teams. The role combines strong technical knowledge with excellent communication to prioritize tasks and ensure timely resolution.

The candidate will work across various shifts in a 24/7 environment, supporting tablets, smartphones, networks, and peripherals while continuously improving IT support processes

Qualifications

• Must have strong proficiency in Microsoft Windows & Cloud Management.
• ITIL processes and methodologies knowledge.
• Strong hardware, software and networking concepts.

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

Skills

Windows & Cloud Management

ITIL

Education

Bachelors in Computer Science

Job description

IT Customer Service Representative Copy 01 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.