Accenture Looking for Service Desk Quality Management IT Customer Service Representative at Pune, Maharashtra Full Time

About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services-all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com

Accenture | Let there be change

We embrace change to create 360-degree value

www.accenture.com

Project Role :IT Customer Service Representative

Project Role Description :Provide technical support for resolution of customer IT problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.

Management Level :11

Work Experience :2.5-4 years

Work location :Pune

Must Have Skills :Good To Have Skills :Job Requirements :
Key Responsibilities : a: Evaluate voice and non-voice interactions and provide constructive feedback to the agents b: Act as a subject matter expert for the line of business assigned c: Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills d: Conduct RCA, monitor Survey results and recommend improvement to reduce AHT e: Generate reports specifically on the status of quality initiative implementation

Technical Experience : 1 Customer ITSM tool ServiceNow 2 Amazon Connect 3 LogMeIn LMI Intel vPro EAM 4 ServiceNow KEDB 5 Incident management and usage of ticketing tools Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills 6 Hands-on experience with Windows/Linux/Mac OS environments

Professional Attributes : 1 Excellent communication skills 2 Excellent written communication skills with email etiquette 3 Good problem solving and analytical skills 4 Excellent customer service skill 5 Ability to remain calm and courteous while facing irate customer or managing back-to-back calls

Educational Qualification : Bachelors degree

Additional Information : Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

15 years of full time education