Service Desk Management SW/Application Tech Support Practitioner

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, Interactive, Technology and Operations services-all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 514,000 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
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• Project Role :SW/Application Tech Support Practitioner
• Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
• Management Level :12
• Work Experience :1-2.5 years
• Work location :Gurugram
• Must Have Skills :Service Desk Management
• Good To Have Skills :Service Desk Voice Support
• Job Requirements :
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  • Key Responsibilities : -L1 Service Desk Call Taking Profile - Respond to the incidents reported by customer through voice, emails, and chats - Identify, investigate, and diagnose the issue, resolve, or assign the incident to right assignment group. - Provides resolution to customer based on in scope processes - Follows the incident life cycle as defined by process
    
  • Technical Experience : - Incident management and usage of ticketing tools - Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills - 1 to 3 yrs. of experience - Minimum 1 yr. of experience in Service Desk domain supporting global customers
    
  • Professional Attributes : - Excellent verbal and written communication skills with email etiquette - Good problem solving and analytical skills - Excellent customer service skills
    
  • Educational Qualification : - Bachelors degree
    
  • Additional Information : - 4x7 roster - Weekly offs based on roster - Good to have ITIL

15 years of full time education