RRN00015431, Service Desk Associate

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Accenture in Bengaluru is seeking an Applications Tech Support Practitioner to act as a crucial liaison between clients and their systems. The role focuses on understanding client needs and delivering precise resolutions while maintaining high system reliability.

You will provide Level 1 technical support via the IT Service Desk, troubleshoot issues, document interactions in ITSM tools, and collaborate to enhance service delivery and the overall client experience.

Qualifications

• Experience in IT service desk or technical support.
• Familiarity with incident management processes and SLAs.
• Knowledge of remote troubleshooting and ITSM practices.

Responsibilities

• Provide Level 1 (L1) Technical Support through the IT Service Desk.
• Assist users in troubleshooting and resolving technical issues efficiently.
• Log and document client interactions, issues, and resolutions in the ITSM tool.
• Collaborate with team members to improve service delivery and client experience.

Skills

Service Desk Management

Incident Management

ITSM Tools

Microsoft 365

Active Directory

Remote Troubleshooting

Customer Service

Verbal & Written Communication

Education

15 years of full-time education

Tools

ServiceNow

BMC Remedy

Remote Desktop Tools

Job description

Summary:

As an Application Tech Support Practitioner, you will serve as a vital link between clients and the systems or applications they utilize. Your typical day will involve engaging clients to understand their needs, addressing their concerns with precision, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide support and solutions, ensuring client satisfaction and system reliability.

Roles & Responsibilities:

• Provide Level 1 (L1) Technical Support through the IT Service Desk.
• Assist users in troubleshooting and resolving technical issues efficiently and effectively.
• Log and document client interactions, issues, and resolutions in the ITSM tool.
• Collaborate with team members to improve service delivery and enhance overall client experience.

Professional & Technical Skills:

• Proficiency in Service Desk Management.
• Solid understanding of incident management processes.
• Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.
• Hands‑on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.
• Understanding of Service Level Agreements (SLAs) and ticket lifecycle.
• Experience supporting remote users and using remote troubleshooting tools.
• Excellent verbal communication skills with a neutral accent.
• Strong written communication skills, including proper email etiquette.
• Effective problem‑solving and analytical skills.
• Strong customer service orientation.
• Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.

Support Type & Working Hours:

Primary Mode of Support: Voice‑based support, with additional assistance via email, chat, and remote desktop tools.

Shift Requirements: 24x7 support with 9.5‑hour rotational shifts. Flexibility to work in different shifts as per roster is essential.

Work Location & Timing:

Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.

Work Schedule: Five‑day work week, with weekly offs determined by the shift roster.

Additional Information:

• Experience: 0–2 years in IT Service Desk or Technical Support.
• Location: Position is based at our Bengaluru office.
• Educational Qualification: Minimum 15 years of full‑time education is mandatory.

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

Equal Employment Opportunity Statement

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