IT Customer Service Analyst

Overview

IT Customer Service Analyst role in Accenture's Customer Support vertical, handling non-voice service desk support (chat and email) for customer queries, escalations and complaints.

What you'll do

• Manage and resolve customers' queries, handling escalations and complaints of dissatisfied customers and giving the best resolutions.
• Close faults and complaints within SLAs.
• Record, diagnose, troubleshoot, resolve or assign incidents and service requests based on defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat.
• Analyse and solve lower-complexity problems.

What you'll need

• Any graduation.
• 3 to 5 years of experience.
• Primary skill: Service Desk Non-Voice Support.

Nice to have

• Good in email and chat processes.
• Good typing skills.

Details

• Location: Hyderabad.
• May require working in rotational shifts.
• Day-to-day interaction with peers within Accenture before updating supervisors; limited exposure with clients and/or Accenture management.
• Receives moderate-level instruction on daily tasks and detailed instructions on new assignments.
• Individual contributor as part of a team, with a focused scope of work.