Application Tech Support Practitioner

Accenture

15 - 17 years

Bengaluru

Posted: 9/9/2024

Job Description

Project Role : Application Tech Support Practitioner
Project 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 : Service Desk Management
Good to have skills : NA
Minimum 15 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. You will be dedicated to quality, using exceptional communication skills to keep our world-class systems running. With your deep product knowledge, you will accurately define client issues and interpret and design resolutions. Your typical day will involve providing ongoing support to clients, troubleshooting technical issues, and ensuring the smooth functioning of the system or application. Roles & Responsibilities: - Should have a background of core IT Service desk and with experience of running a large Service desk ( >100 resources) - Handled a Team of more than 100 resources in the last service desk role - Manage client contract, financial, and costing - Excellent client and stake holder management skills - Ability of work late nights to service US clients - Hands on experience of planning and executing Gen AI, automation, transformation - Excellent people manage with proven track record of maintained attrition below 20%. - Proven track record of delivering the SLA & KPI in green. - Should have Influencing and Advisory skills. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Collaborate with clients to understand concerns, issues and provide timely support. - Continuously improve processes and procedures to enhance client satisfaction. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management. - Strong understanding of ITIL framework and best practices. - Experience in incident management and problem resolution. - Knowledge of ticketing systems and service level agreements. - Good To Have Skills: Experience with IT service management tools. - Familiarity with ITIL service transition and service operation processes. - Ability to analyze and interpret technical data and provide actionable insights. - Excellent communication and interpersonal skills. Additional Information: - The candidate should have a minimum of 15 years of experience in Service Desk Management. - This position is based at our Bengaluru office. - A 15 years full-time education is required.

About Company

Accenture is a global professional services company that provides a broad range of services in strategy, consulting, digital, technology, and operations. Headquartered in Dublin, Ireland, Accenture operates in more than 120 countries and serves clients in various industries, including finance, healthcare, technology, and consumer goods. The company focuses on delivering innovative solutions and digital transformation services to help businesses improve efficiency, enhance performance, and drive growth. Accenture is known for its extensive use of technology and data analytics to solve complex business challenges and maintain a competitive edge in a rapidly changing market.

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