Application Tech Support Practitioner at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

IT ServicesIndustries

Requirements

Minimum 0-2 years of experience in IT Service Desk or Technical Support
Minimum 15 years of full-time education
Proficiency in Service Desk Management
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 Bengaluru

Responsibilities

Provide Level 1 (L1) Technical Support through the IT Service Desk
Assist users in troubleshooting and resolving technical issues efficiently and effectively
Log and document client interactions, issues, and resolutions in the ITSM tool
Collaborate with team members to improve service delivery and enhance overall client experience
Act as the ongoing interface between the client and the system or application
Accurately define client issues and interpret and design resolutions based on deep product knowledge
Provide voice-based support, with additional assistance via email, chat, and remote desktop tools

Skills

Service Desk Management

Service Desk Voice Support

ITSM tools

ServiceNow

BMC Remedy

Microsoft 365

O365

MS Office Suite

Active Directory

hardware troubleshooting

software troubleshooting

incident management

SLA

ticket lifecycle

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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