IT Customer Service Analyst

Skill required: SME - Service Desk Non-Voice Support
Designation: IT Customer Service Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? • Self-motivated to work independently with minimal supervision • Strong work ethic taking personal accountability for accuracy and high-quality outputs and demonstrating integrity to core team values • Excellent time management skills ability to proactively and independently manage workload and targets
What are we looking for? • Provide quality customer service to our end users, which drives customer experience and key metrics that will be measured for accuracy and timeliness • Assist agents with questions and best practices provide coaching and guidance to handling customers, resolving queries and fostering a positive customer client and internal stakeholder relationship • Innovate Identify and recommend process improvements • Maintains an awareness of the client’s business operational activities and processes. • Communicate relevant information to Team Leads and escalate issues or complex delivery items • This will be based in Hyderabad Client office • Must be flexible to work in Night shift between 8 PM (IST) – 4.00 AM (IST) including weekends and holidays (It’s a 5-day working day week which may include weekends) Excellent interpersonal skills and the ability to express ideas and concepts both orally and in writing recognizing the audience and communicating appropriately
Roles and Responsibilities: • Familiarity with issue tracking tools (e.g., Jira, ServiceNow) and labeling/annotation user interfaces. • Understanding of priority/severity frameworks and classification schemas. • Experience in QA testing, triage, bug reproduction, or labeling workflows. • Understanding of GenAI concepts (prompt engineering, LLM behavior, model evaluation) and popular GenAI tools (ChatGPT, Claude, Gemini, etc.).