IT Customer Service Senior Analyst

Accenture; Hyderabad City Taluka; On-site; PKR 350,000 - 1,400,000; Full time

Job summary

A global professional services firm in Hyderabad is seeking an IT Customer Service Senior Analyst. The role involves providing exceptional customer service, mentoring agents, and driving improvements in processes. Candidates should have 5 to 8 years of relevant experience and the ability to work independently in a night shift schedule. This is a unique opportunity to join a leading firm at the forefront of technology and human ingenuity.

Qualifications

• 5 to 8 years of experience in customer service or IT support.
• Strong work ethic and personal accountability for quality outputs.
• Understanding of GenAI concepts and tools is a plus.

Responsibilities

• Provide quality customer service to drive experience and key metrics.
• Assist agents with best practices and resolve queries.
• Manage workload and targets independently.

Skills

Customer service

Coaching and guidance

Process improvement

Communication

Independence

Time management

Education

Any Graduation

Tools

Jira

ServiceNow

Job description

Skill required

SME - Service Desk Non-Voice Support

Designation

IT Customer Service Senior Analyst

Qualifications

Any Graduation

Years of Experience

5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com

What would you do?

• Provide quality customer service to our end users, which drives customer experience and key metrics that will be measured for accuracy and timeliness
• Assist agents with questions and best practices, provide coaching and guidance to handling customers, resolving queries and fostering a positive customer client and internal stakeholder relationship

What are we looking for?

• Innovate, Identify and recommend process improvements
• Maintains an awareness of the client’s business operational activities and processes.
• Communicate relevant information to Team Leads and escalate issues or complex delivery items
• This will be based in Hyderabad client office
• Must be flexible to work in Night shift between 8 PM IST – 4 PM IST including weekends and holidays (It’s a 5-day working day week which may include weekends)
• Self-motivated to work independently with minimal supervision
• Strong work ethic taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values

Roles and Responsibilities

• Excellent time management skills ability to proactively and independently manage workload and targets
• Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing recognizing the audience and communicating appropriately
• Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling/annotation user interfaces.
• Understanding of priority/severity frameworks and classification schemas.
• Experience in QA testing, triage, bug reproduction, or labeling workflows.
• Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.).