Service Desk Management

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 Good to Have Skills : Service Desk Support Job Requirements : Key Responsibilities : a: L1 Service Desk profile b: Respond to the issues reported by customer through voice interaction and through email, chat, etc c: Identify, investigate, and diagnose the issue d: Provide resolution to customer based on in scope processes e: Follows the incident life cycle as defined by process - log the incident - categorize and document - resolve or assign the incident to relevant assignment group f: Achieve client and Accenture defined targets Technical Experience : a: Incident management and usage of ticketing tools b: Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills c: One to two years of experience d: Minimum one year of experience in Service Desk domain supporting global customers Professional Attributes : a: Excellent communication skills with neutral accent b: Excellent written communication skills with email etiquette b: Good problem solving and analytical skills c: Excellent customer service skills e: Ability to remain calm and courteous while facing irate customer or managing back-to-back calls Educational Qualification: a: Bachelors degree Additional Info : a: 24/7 support b: Shift, week off based on roster c: 5 day working/week

Keyskills :
service desktechnical support