Application Tech Support Practitioner at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, ConsultingIndustries

Requirements

Minimum 3-4 years of experience in IT Service Desk or Technical Support
Minimum 15 years of full-time education
Must have skills: Service Desk Management, Service Desk Voice Support
Proficiency in Service Desk Management as a trainer
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 support with 9.5-hour rotational shifts, including US/night shifts, weekends, and Indian public holidays
Work from office in Bengaluru

Responsibilities

Act as the ongoing interface between the client and the system or application
Use exceptional communication skills to keep systems running smoothly
Accurately define client issues and design resolutions based on deep product knowledge
Conduct onboarding, refresher, and upskilling sessions for new hires and existing service desk staff (Training Delivery)
Design and update training modules covering ITIL processes, service desk tools, technical troubleshooting, security practices, and soft skills (Curriculum Development)
Collaborate with SMEs to ensure training content aligns with current processes, technologies, and organizational policies (Knowledge Management)
Identify skill gaps through monitoring, feedback, and QA reports; provide targeted coaching and mentoring (Performance Support)
Ensure adherence to SLAs, incident management best practices, and information security policies (Quality & Compliance)
Gather feedback from trainees and stakeholders to refine training content and methodologies (Continuous Improvement)
Maintain training records, track progress, and provide regular updates on training outcomes and effectiveness (Reporting)

Skills

Service Desk Management

Service Desk Voice Support

ITIL

Incident Management

Technical Troubleshooting

Knowledge Management

Training Delivery

Customer Handling

Communication

Problem-Solving

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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