IT Customer Service Analyst

Overview

Accenture is hiring an IT Customer Service Analyst for Service Desk Non-Voice Support, handling customer queries, escalations and complaints through email and chat.

What you'll do

• Manage customer queries, handle escalations and complaints from dissatisfied customers, and give the best resolutions.
• Close faults and complaints within SLAs.
• Record, diagnose, troubleshoot, resolve or assign incidents and service requests based on the defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions such as email, web and chat.
• Do analysis and solve lower-complexity problems.
• Work day to day with peers within Accenture before updating supervisors, with limited exposure to clients or Accenture management.
• Work as an individual contributor within a team, with a focused scope of work.

What you'll need

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

Nice to have

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

Details

• Location: Hyderabad.
• May require working in rotational shifts.
• Receives moderate-level instruction on daily tasks and detailed instructions on new assignments.