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Infrastructure Service Management

3 - 7 yrs
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Not Disclosed by Recruiter Openings: 1 Posted 23 days ago Job Applicants: 196 Job Views: 1500+

Job Description

 
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    About Accenture: Accenture Technology powers our clients businesses with innovative technologies established and emerging changing the way their people and customers experience work, life and entertainment. Join Accenture Technology and you ll translate the operational needs of the world s governments and leading businesses into the innovative technical solutions that will enable them to better serve their customers your friends, family and neighbors.You ll deliver everything from point solutions for a single business function to large, long- term outsourcing services, to complex systems integration installations spanning multiple businesses and functions. You ll create custom- designed solutions or integrate our technology platforms with their operations.

    Role : SW/ Application Tech Support Practitioner

    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.

    Must Have Skills : Infrastructure Service Management

    Good To Have Skills :

    Job Requirements :

    Key Responsibilities : Standard JD format:

    Role: Service Desk Agent (Level G)
    Skill:

    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.

    Minimum Skill Requirement

    Must Have:

    Incident management and usage of ITSM

    Excellent communication skills, with neutral accent.

    Excellent written communication skills with email etiquettes.

    Good problem solving and analytical skills

    Excellent customer service skills

    Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when required.

    Support Type / Hours

    1.Predominantly Voice Interaction support and also through email, chat & remote support.
    2.24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays.
    3.10 hours shift with 1 hour break split into 2 short breaks and one lunch breaks.
    4. 5 days working per week, with weekly offs based on roster.

    Educational Requirements

    Mandatory required: - Bachelor degree or 3 year diploma
    Good to Have: - Technical certification like A , Network , Security , CCNA, MCP, MCSP etc

    Updated due to 1000 character limit

    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.

    1.Predominantly Voice Interaction support and also through email, chat & remote support.

    2.24x7 Support, shifts based on roster. This means role

Salary: Not Disclosed by Recruiter

Industry: IT-Software, Software Services

Functional Area: IT Software - Other

Role Category:Programming & Design

Role:Software Developer

Employment Type: Full Time, Permanent

Keyskills

Education-

UG: Any Graduate - Any Specialization

PG:Post Graduation Not Required

Company Profile:

Accenture

Accenture (NYSE: ACN) 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 functions underpinned by the worlds largest delivery network- Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 477,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

IMPORTANT NOTICE

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