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IO_Incident Management

Job Location: Mumbai

Job Number: 63372

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- Job description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 394,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
    
    
     Role : IT Customer Service Representative
    
     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.
    
     Must have Skills : Incident Management
    
     Good to Have Skills : Service Analytics & Reporting, Service Change Management
    
     Job Description Additional Comments :
     Technologist to respond to the incidents / issues / changes / problem reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.
     Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
     Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process and ensures proper documentation.
     Provides resolution to customer based on in scope processes
     Follows the incident life cycle as defined by process viz 001C logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.
     Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores.
Full Time Graduation

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