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Accenture
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Application Tech Support Practitioner

Application Tech Support Practitioner

Accenture

1 - 3 years

1 - 5 Lacs

pune

Posted:8 hours ago| Platform:

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Skills Required

itil framework service desk management service desk incident management voice support customer service customer care customer support technical support voice process service delivery desktop support troubleshooting operational excellence itil

Work Mode

Work from Office

Job Type

Full Time

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, Service Desk Voice Support

Good to have skills :NAMinimum
5 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 the systems or applications they utilize. Your day will involve engaging with clients to understand their needs, addressing their concerns with precision, and ensuring that our systems operate seamlessly. You will leverage your exceptional communication skills to provide high-quality support, ensuring that client issues are accurately defined and resolved through your extensive product knowledge. Your role is crucial in maintaining the integrity and performance of our world-class systems, contributing to overall client satisfaction and operational excellence.
Roles & Responsibilities:- Expected to be an SME, collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training sessions for team members to enhance their skills and knowledge.- Monitor and evaluate team performance to ensure adherence to service standards. Professional & Technical Skills:

-
Must To Have Skills:

Proficiency in Service Desk Management, Service Desk Voice Support.- Good To Have
Skills:

Experience with ITIL framework.- Strong understanding of incident management and problem resolution processes.- Familiarity with ticketing systems and customer relationship management tools.- Ability to analyze and interpret client feedback to improve service delivery. 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:- The candidate should have minimum 5 years of experience in Service Desk Management.- This position is based at our Pune office.- A 15 years full time education is required. Qualification
15 years full time education

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Application Tech Support Practitioner