Accenture - Service Desk - Technical Support -
- Accenture Solutions
- 1 - 4 yrs
- Bengaluru
- 6 years ago
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Desired Candidate Profile
- Technologist to respond to L1 Troubleshooting issues
- Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.
- Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
- Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process and ensures proper documentation.
- Provides resolution to customer based on in scope processes
- Follows the incident life cycle as defined by process viz logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.
- Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores.
- Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
- Performs incident notification and escalation to ensure
- problems/request/issues are communicated effectively and receiving proper management attention.
- Predominantly Voice Interaction support
- It is a 24/7 support (predominantly Night Shifts)
- Transportation - Company is providing a two-way transport.
Required Candidate profile
Minimum Requirement:- FULL TIME - Any Bachelor degree or Masters Degree or 3-year diploma (10+2+3)
- Excellent communication skills.
- Fundamental Technical know-how on system trouble shooting
Education:
UG: Any Graduate - Any Specialization
PG: Any Postgraduate - Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
Keyskills: technical helpdesk technical support Technical Support Associate it support remote support technical support engineer desktop support engineer it service desk system engineer
Accenture Solutions
Accenture Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functionsund...
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