RRN00016474 - Service Desk Associate

Accenture in India; Bengaluru; On-site; INR 300,000 - 520,000; Full time

Job summary

Accenture in India is seeking an Application Tech Support Practitioner to provide Level 1 technical support from our Bengaluru office. You will serve as a critical link between clients and applications, resolving issues and ensuring system reliability through effective communication and precise problem solving.

The role requires handling L1 tickets, documenting interactions in ITSM, and collaborating with the team to improve service delivery.

Qualifications

• 0–2 years in IT Service Desk or Technical Support.
• Location is Bengaluru office.
• Minimum 15 years of full-time education.
• Excellent verbal and written communication with a neutral accent.
• Willing to work 24x7 shifts including weekends and Indian public holidays.

Responsibilities

• Provide L1 Technical Support through the IT Service Desk.
• Assist users in troubleshooting and resolving technical issues.
• 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

Verbal communication

Written communication

Customer service orientation

Remote support

Education

15 years of full-time education

Tools

ServiceNow

BMC Remedy

Ticketing systems

Microsoft 365 (O365)

Active Directory

Remote troubleshooting 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 E-Mail 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.