RRN00017022 - Service Desk Associate

Accenture in India; Bengaluru; On-site; INR 300,000 - 480,000; Full time

Job summary

Accenture in India is seeking an Application Tech Support Practitioner in Bengaluru to provide Level 1 technical support via the IT Service Desk, troubleshoot issues, and document interactions in the ITSM system. You will collaborate with the team to improve service delivery and client experience while maintaining high standards of communication and problem solving.

The role focuses on remote and on-site support, 24x7 coverage with 9.5-hour shifts, weekend rosters, and a strong emphasis on

Qualifications

• 0-2 years of IT Service Desk or Technical Support experience.

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

Hardware/Software Troubleshooting

SLAs & Ticket Lifecycle

Remote Support Tools

Verbal Communication

Written Communication

Customer Service

Calm Under Pressure

Education

15 years of formal education

Tools

ServiceNow

BMC Remedy

O365

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 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.