RRN00016474 - Service Desk Associate

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

Accenture Bengaluru is seeking an Application Tech Support Practitioner to serve as a link between clients and their systems. You will engage clients, address concerns, and ensure high-quality systems operate reliably.

Role includes L1 IT support, incident resolution, and collaboration with the team to improve service delivery. 0–2 years in IT Service Desk is typical; Bengaluru office location, 24x7 shifts, including weekends per roster.

Qualifications

• Experience in IT Service Desk or Technical Support is preferred.
• Ability to document interactions and resolutions in ITSM tools.
• Strong communication and customer service orientation.

Responsibilities

• Provide L1 technical support through the IT Service Desk.
• Troubleshoot and resolve technical issues for users.
• Log interactions and resolutions in the ITSM tool.
• Collaborate with team to improve service delivery.

Skills

Service Desk Management

Incident management

ITSM tools

ServiceNow

BMC Remedy

MS 365

Active Directory

Troubleshooting

SLAs

Remote support

Communication

Customer service

Stress management

Education

Minimum 15 years of full-time education

Tools

ServiceNow

BMC Remedy

MS 365

Active Directory

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.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organisations build their digital core, optimise 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

We believe that no one should be discriminated against because of their differences.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.

Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Bring your incredible skills and join our global team of innovators.

We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients.

With us, you’ll continue to learn and grow so you can advance in your career.

Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.

Explore your next step at Accenture Belong.

Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world.

Wo rld. Explore your next step at Accenture