Application Tech Support Practitioner
Accenture
3 - 4 years
Bengaluru
Posted: 09/11/2025
Job Description
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, Service Desk Voice Support
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities: Training Delivery: Conduct onboarding, refresher, and upskilling sessions for new hires and existing service desk staff. Curriculum Development: Design and update training modules covering ITIL processes, service desk tools, technical troubleshooting, security practices, and soft skills (communication, problem-solving, customer handling). Knowledge Management: Collaborate with SMEs to ensure training content aligns with current processes, technologies, and organizational policies. Performance Support: Identify skill gaps through monitoring, feedback, and QA reports; provide targeted coaching and mentoring. Quality & Compliance: Ensure adherence to SLAs, incident management best practices, and information security policies. Continuous Improvement: Gather feedback from trainees and stakeholders to refine training content and methodologies. Reporting: Maintain training records, track progress, and provide regular updates on training outcomes and effectiveness. Professional & Technical Skills: 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. Support Type & Working Hours: Primary Mode of Support: Voice-based support, with additional assistance via email, chat, and remote desktop tools. Shift Requirements: 24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential. Work Location & Timing: Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed. Work Schedule: Five-day work week, with weekly offs determined by the shift roster. Additional Information: Experience: 3-4 years in IT Service Desk or Technical Support. Location: Position is based at our Bengaluru office. Educational Qualification: Minimum 15 years of full-time education is mandatory.15 years full time education
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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