IT Customer Service Analyst

As an IT Customer Service Analyst at Accenture, you will be self-motivated to work independently with minimal supervision, ensuring a strong work ethic by taking personal accountability for accuracy and delivering high-quality outputs. Your excellent time management skills will enable you to proactively and independently manage your workload and targets effectively. Your responsibilities will include providing quality customer service to end users, driving customer experience and key metrics. You will assist agents with questions, provide coaching and guidance on handling customers, resolving queries, and building positive relationships with customers, clients, and internal stakeholders. Additionally, you will identify and recommend process improvements, maintain awareness of clients" business operational activities and processes, communicate relevant information to Team Leads, and escalate issues or complex delivery items when necessary. To excel in this role, you must have familiarity with issue tracking tools like Jira and ServiceNow, as well as labeling/annotation user interfaces. You should understand priority/severity frameworks and classification schemas and have experience in QA testing, triage, bug reproduction, or labeling workflows. Knowledge of GenAI concepts such as prompt engineering, LLM behavior, model evaluation, and popular GenAI tools like ChatGPT, Claude, Gemini, etc., will be beneficial. Qualifications Required: - Any Graduation - 3 to 5 years of experience This position is based in Hyderabad at the client office, and you must be flexible to work night shifts between 8 PM (IST) to 4.00 AM (IST), including weekends and holidays. The working week consists of 5 days, which may include weekends. About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud, and security. With a team of 699,000 people serving clients in more than 120 countries, we offer Strategy and Consulting, Technology and Operations services, all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. 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.,