Service Desk Management - New Delhi - Accenture
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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 : Cloud Migration & Implementation
Must have Skills : Service Desk Management
Good to Have Skills : Service Desk Voice Support
1. Receives and logs customer problem/request/issues and ensures proper documentation.
2. Performs initial level of problem identification and attempts to resolve when appropriate
3. Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
4. Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
6. Performs follow up on all incidents with customer to ensure customer satisfaction.
7. Develops and maintains knowledge of the problem tracking software