RRN00017015 - 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 act as the bridge between clients and the systems they use. You will engage clients to understand needs, address concerns with precision, and ensure our high-quality systems operate reliably.

You will provide Level 1 technical support from the IT Service Desk, troubleshoot issues, log interactions, and collaborate with teammates to improve service delivery and client experience.

Qualifications

• Experience in IT Service Desk or Technical Support.
• Knowledge of ITSM processes and incident lifecycle.
• Experience supporting remote users and using remote troubleshooting tools.

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 enhance client experience.

Skills

Service Desk Management

Incident management

ITSM tools

Microsoft 365

Active Directory

SLAs

Remote troubleshooting

Verbal communication

Written communication

Customer service

Dealing with high call volumes

Education

15 years of full-time education

Tools

ServiceNow

BMC Remedy

Ticketing systems

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.