Service Desk Analyst

8112 ASOL-Pune 2 SEZ Company; Gurugram District; In loco; INR 350.000 - 550.000; Tempo pieno

Descrizione del lavoro

Accenture PLC in India is seeking a Service Desk Engineer – Level 1 (CL11). The role is the first point of contact for end-user incidents and service requests, delivering timely, courteous support and logging complete ticket records.

You will provide first-contact troubleshooting for laptops, desktops, printers, VPN, remote access, and Office 365 apps, follow approved procedures, and escalate complex issues to Level 2. Strong customer-service and communication skills are essential.

Competenze

• 1+ year of experience in a Service Desk, help desk, desktop support, or similar environment.
• Working knowledge of Windows and Microsoft 365 applications, VPN, and basic network connectivity.
• Familiarity with ITSM processes and security/compliance requirements.

Mansioni

• Receive contacts by phone, email, portal; verify user details and impact of the issue.
• Log, categorize, prioritize, update, and close incidents in the ITSM tool.
• Provide first-contact troubleshooting for devices and Office apps; follow approved procedures.
• Escalate complex issues to Level 2 with complete diagnostic details.
• Maintain complete ticket records and user communications throughout the lifecycle.
• Follow security, privacy, and incident-handling policies and document activities.

Conoscenze

Customer-service

Communication

Troubleshooting

Strumenti

ServiceNow

Descrizione del lavoro

Service Desk Engineer – Level 1 (CL11) Position Summary

The Level 1 Service Desk Engineer is the first point of contact for end-user incidents and service requests. The role delivers timely, courteous, and accurate support using approved knowledge articles and standard procedures, resolves common issues at first contact whenever possible, fulfills authorized requests, maintains complete ticket records, and escalates issues that require advanced technical investigation.

Key Responsibilities

• Receive contacts by phone, email, portal, and approved support channels; verify user details and establish the nature, urgency, and business impact of the issue.
• Log, categorize, prioritize, update, and close incidents and service requests accurately in the designated ITSM platform.
• Provide first-contact troubleshooting for laptops, desktops, mobile devices, printers, peripherals, operating systems, Microsoft Office applications, VPN, remote access, and basic network connectivity.
• Support common Microsoft 365 issues involving Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications using approved procedures.
• Perform authorized password resets, account unlocks, multifactor authentication assistance, basic group membership updates, mailbox access requests, distribution list changes, and license requests.
• Support device enrollment, standard software installation, basic compliance checks, Windows Autopilot activities, and common Microsoft Intune or JAMF issues within documented procedures.
• Provide BitLocker recovery assistance and execute other approved endpoint and access requests within assigned permissions.
• Use knowledge articles, scripts, standard operating procedures, and remote-support tools to maximize first-contact resolution.
• Communicate clearly with users, set expectations, provide status updates, and confirm restoration or request completion before closure.
• Escalate unresolved, complex, high-impact, security-related, or out-of-scope issues to Level 2 or the appropriate resolver group with complete diagnostic details.
• Maintain ticket ownership through handoff and follow up as required to support a positive user experience.
• Identify knowledge gaps, recurring issues, and potential service improvements; submit updates for review.
• Monitor assigned queues, aging, backlog, service-level targets, first-contact resolution, reopened tickets, and customer satisfaction.
• Follow client security, privacy, access, incident, request, knowledge, and acceptable-use policies.
• Participate in knowledge transfer, shadowing, reverse shadowing, readiness validation, and 24x7x365 shift coverage as assigned.

Required Qualifications and Experience

• One or more years of experience in a Service Desk, help desk, desktop support, technical support, customer support, or managed services environment.
• Working knowledge of Microsoft Windows, Microsoft 365 applications, endpoint devices, printers, peripherals, VPN, remote access, and basic network connectivity.
• Foundational experience supporting Outlook, Teams, OneDrive, SharePoint, Exchange Online, Microsoft Entra ID, Microsoft Intune, Active Directory, and multifactor authentication.
• Experience using ServiceNow or a comparable ITSM platform to log, categorize, prioritize, update, escalat
• Ability to follow knowledge articles, scripts, standard operating procedures, security controls, and escalation processes accurately.
• Strong customer-service, communication, active-listening, troubleshooting, documentation, time-management, and organizational skills.
• Ability to manage multiple tickets, meet service-level targets, maintain attention to detail, and work effectively in a 24x7 support environment.
• Ability to recognize security concerns, protect confidential information, and escalat suspected incidents in accordance with approved procedures.

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, 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

Equal Employment Opportunity Statement

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