Application Tech Support Practitioner at Accenture

Pune, Maharashtra, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, TechnologyIndustries

Requirements

Minimum 2-4 years of experience in IT Service Desk or Technical Support
Minimum 15 years of full-time education
Proficiency in Service Desk Management and Service Desk Voice Support
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
Flexibility to work 24x7 rotational shifts (9.5 hours), including US/night shifts, weekends, and Indian public holidays
Ability to work from office in Pune

Responsibilities

Deliver Level 1 (L1) Technical Support through the IT Service Desk, ensuring timely resolution of user issues
Troubleshoot and resolve technical problems efficiently, providing clear guidance to end users
Accurately log and document all client interactions, issues, and resolutions within the ITSM tool to maintain comprehensive records
Collaborate proactively with team members to enhance service delivery and elevate the overall client experience
Take ownership of assigned tasks and work independently, progressing towards becoming a Subject Matter Expert (SME)
Actively participate in team discussions, sharing insights and contributing to continuous improvement initiatives
Contribute to identifying and implementing effective solutions for work-related challenges
Assist in developing and refining support processes to streamline operations and improve service quality
Provide training, mentorship, and guidance to junior team members, fostering a positive and collaborative team environment
Act as the ongoing interface between the client and the system or application, using exceptional communication skills to keep systems running

Skills

Service Desk Management

Service Desk Voice Support

IT Service Desk

Technical Support

Troubleshooting

ITSM

L1 Support

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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