2532 Service Desk Jobs - Page 23

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: TIS Service Desk. Experience: 1-3 Years.

We are seeking an experienced and dynamic Service Delivery Manager (SDM) to lead and manage three critical IT support functions: End User Computing (EUC), Service Desk, and Service Integration & Management (SIAM). The SDM will be responsible for ensuring high-quality service delivery to a UK-based global client, driving operational excellence, and maintaining strong customer relationships. Requirements: Minimum 15 to 18 years of experience in IT support, with a strong background in End User Computing and Service Desk operations. Proven experience managing SIAM functions in a global delivery model. ITIL Certification is mandatory. Relevant PMP Certification is a plus. Experience working with UK or international clients is highly desirable. Ability to work in a dynamic environment and manage multiple priorities. Experience in managed services environments. Familiarity with tools like ServiceNow, SCCM, and other ITSM platforms. Ability to work collaboratively across time zones and cultures. #LI-Onsite #LI-MK2

Role: Associate Service Desk Analyst Location: Bangalore Schedule: Rotational Working Model: Hybrid Introduction: The primary role of this position is to service the IT support needs of our end-users and clients in a demanding and result-oriented environment. You will be responsible for providing both onsite and remote support. This challenging role requires excellent client-oriented communication skills and a thorough, logical approach to problem solving. You will be expected to deal with a high volume of tickets to the Service Desk using a variety of problem-solving techniques, while maintaining a high level of customer satisfaction. You will work as a member of the Global IT Organization, in a newly formed global IT Service team, reporting to the Service Delivery Manager. You will provide local support to onsite users and remote support to our user base globally. You will be expected to work using your own initiative but following Standard Operating Procedures and utilizing our internal knowledge base and be able to communicate effectively with other IT teams. This role sits within a Global office supporting a user base of 2900 and growing worldwide. Experienced IT practitioners are welcome, but weight will be given to customer focused individual who show the right can-do attitude and a voracious appetite for work in an exciting and vibrant team. Some of the things you ll be doing: Providing support to all internal/external teams for tech/operational queries. Work closely with Service Delivery, Internal Infra team, to Identify and get issues fixed by Product and Tech teams. Ability to find gaps, issues, or potential improvements in the system. You understand, investigate, and solve complex and challenging technical problems. Regularly track various metrics and KPIs associated with TechOps Center, adhering to defined SLAs and the ITIL best practices. Participate in on-call rotation basis, Rotational shift. Implement robust monitoring and alerting system and optimize for scale and performance. Responsible for debugging the reported issues and performing the root cause analysis Creating / Writing Service Desk Procedures and End User Manuals. What technical skills, experience, and qualifications do you need A solid, energetic, flexible, and pragmatic teammate for the existing team that can cope with a rapidly changing circumstances in a dynamic environment. Educational qualification: Graduate or Equivalent Diploma ITIL certification or a willingness to undertake. Experienced in support of Windows OS, Microsoft Office, Microsoft Exchange, Active Directory account management. Knowledge of Network, AD, Messaging and Infra issues Troubleshooting. A disciplined approach to implementation, support, and documentation. Self-starting and self-motivated and professional with ability to take on responsibility. Result driven and are always looking for improvement opportunities. Willingness to learn and to upskill technical knowledge.

Role & responsibilities IT Service Desk experience. Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc) Understanding of Windows 7 & 10 operating system Assisting with configuring/troubleshooting of Software and Hardware Experience working with ServiceNow to log, track, close tickets Experience in resolving IT issues via phone/email/chat Excellent telephone etiquettes and customer service Excellent troubleshooting skills Knowledge of Microsoft based operating systems with emphasis on Windows X Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets) Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint. Basic understanding of PC hardware set-up and configuration. Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed. Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts Willingness to work in 9 x 5 support environment including working on Weekends and Holidays. Excellent time management skills and ability to work under pressure Continuous commitment to professional development. Excellent communications skills (verbal and written) 2. Knowledge on ITIL Framework and Terminologies 3. Knowledge on Windows, Mac operating systems & VDI environments 4. Demonstrated problem solving capabilities 5. Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner 6. Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays 7. Self-motivated achiever who gains satisfaction from providing excellent customer service 8. Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies 9. Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates 10. Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc.. 11. Excellent organizational skills Preferred candidate profile

Experience Min. 6 Month to 1 Year (Mandatory) and 1 to 2 Years (Preferred) Excellent Written and verbal communication skills. (VnA 6 & above) Exceptional ability to multitask. Exceptional ability to adapt and learn new platforms and skills on the fly. Exceptional sense of urgency Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Ability to work under pressure involves dealing with constraints which are often outside of your control - these might be resource or time constraints, the difficulty of the task or having insufficient knowledge required to complete the task, or unforeseen changes or problems. Good to have - Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows and Office365 Good to have – ITIL Knowledge Graduate from an accredited institution or Under-graduate with relevant technical experience Previous customer/technical support or technology experience

Microland Limited is looking for Analyst - Tech Support to join our dynamic team and embark on a rewarding career journey Analyst plays a crucial role in driving data-driven decision-making processes within the organization This position involves analyzing complex data sets, generating actionable insights, and providing strategic recommendations to support key business initiatives Key Responsibilities: Data Analysis:Conduct in-depth analysis of large and complex datasets to extract meaningful insights Utilize statistical and data visualization tools to present findings in a clear and concise manner Strategic Planning:Collaborate with cross-functional teams to understand business objectives and provide analytical support for strategic initiatives Develop and maintain models to support forecasting, budgeting, and other planning processes Reporting and Dashboards:Design and create comprehensive reports and dashboards to track key performance indicators (KPIs) and metrics Automate reporting processes to improve efficiency and accuracy Trend Analysis:Identify trends and patterns in data to help anticipate opportunities and challenges Provide insights on market trends, competitor analysis, and industry benchmarks Decision Support:Assist senior management in making informed decisions by providing data-driven recommendations Evaluate the impact of proposed strategies on business outcomes Process Improvement:Identify areas for process improvement and efficiency gains based on data analysis Collaborate with teams to implement changes and measure the impact

Project description You will be part of a talented IT team working on operational support for the core banking system. You will provide services to a European bank for the Temenos SaaS environment including Temenos Transact, FCM and Infinity. You will act as a consultant for ongoing support and maintenance activities for the bank. The entire team will actively participate in incident resolution by analyzing root causes, cooperating with Temenos and third parties, and preparing software fixes if needed. esponsibilities 2 Service Desk ncident deep-dive triage and resolution nitiate and run crisis management through to resolution ystem monitoring (business hours-only) roblem Management activities nowledge Management activities to ensure repeatable activities are moved to L1 3 Third-party Coordination o-ordination with Temenos & third parties for incident resolution ot-fix co-ordination and release management o-ordinate acceptance testing with Bank for hotfixes kills Must have -7 years of overall working experience -5 years of hands-on experience in Temenos Infinity Products xperience in integrating digital banking services with multiple back office systems. Demonstrated success defining and launching excellent products. xcellent written / verbal communication skills and teamwork skills olid Banking Domain knowledge in Retail and Corporate Banking xperienced in working with development and testing teams to answer functional and requirements related queries. hould be familiar with Cloud Banking, SaaS model, Third-Party integrations, Rest API, Microservices, Microapps, UI Apps (Native Apps, PWA, Responsive). nderstanding with software development life-cycle (experience in agile is required). And experience validating product deliverables directly xperience in integrating 3rd party SDKs, APIs and NFI implementation. ood hands on knowledge on Java/J2EE, JavaScript, REST/SOAP, JDBC perating SystemWindows, Linux & MAC OS atabaseMy SQL, Oracle & MS SQL ice to have nowledge of any other Temenos productsFCM, Transact, TDH

About The Role TITLESenior Product Support Specialist REPORTING TO IT Operations Manager WORKING LOCATION Bangalore, India JOB RESPONSIBILITIES: Provide L1 and L2 application support, troubleshooting, and resolution for business and operational systems. Perform periodic L1/L2 activities and ensure compliance with operational processes. Work with stakeholders to gather issue details, prioritize tickets, and ensure timely updates/resolution. Analyze recurring ticket/alert patterns and assist in preparing operational reports for management review. Support incident and problem management processes in collaboration with cross-functional teams. Assist in implementing automation and infrastructure-as-code practices using Terraform or Ansible (as guided by senior team members). Support both Windows and Linux environments, including patching, upgrades, and performance troubleshooting. Understand AWS basics and assist in managing services such as EC2, ALB, and NLB under guidance from senior engineers. Maintain accurate documentation of support processes (SOPs and KBs). Be flexible to work in shifts and provide on-call support for P1 or P2 incidents during off-hours, weekends, and holidays, as required. REQUIRED EXPERIENCE AND SKILLS: Experience: 5"“6 years of experience in Application Support and Service Desk operations. 3+ years of experience as Major Incident Manager Hands-on experience with IaC tools such as Terraform. (1+ year) Experience in using infra monitoring tools. Windows Administration and Linux Administration skills. (2+ Years) Proficiency in Microsoft Excel with ability to prepare reports, pivot tables, and data analysis related to tickets/alerts. Technology skills: ITSM Service Now & BMC Remedy Helix MS Office MS Excel, MS Word Cloud Infrastructure & Administration AWS, Azure, and other cloud platforms. Infrastructure as Code Terraform Operating Systems Linux (Ubuntu, Rocky), Windows Servers. Personal Skills: Strong logical thinking and system design abilities. Excellent communication skills to effectively convey ideas. Strategic thinker with the ability to plan and execute long-term roadmaps. Strong interpersonal skills to collaborate effectively within teams. Self-motivated, with the ability to work efficiently under pressure. Passion for process improvement and documentation. Quick learner, adaptable to new technologies and systems.. Proactive approach to problem-solving and continuous improvement. PREFERED CANDIDATES: Able to handle urgent production issues and troubleshooting effectively. Take ownership of tasks and responsibilities with a proactive mindset. Accountable for deadlines and time management. Eager to take on challenges and grow within the organization. Willing to invest time on continuous learning and certifications. Additional Information Personal Skills: Excellent analytical and problem solving skills Excellent verbal and written communication skills Ability to articulate and present different points-of-views on various topics related to project and otherwise. Eager to learn and continuously develop personal and technical capabilities. Required Qualifications: MCA or Bachelors in Engineering, Computer Science or equivalent. PERFORMANCE APPRAISAL CRITERIA Eurofins has a strong focus on Performance Management system. This includes quarterly calibrations, half-yearly reviews and annual reviews. The KPIs shall be set and may vary slightly between projects. These will be clearly communicated, documented during the first 30 days of your joining.

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and the systems or applications they utilize. Your day will involve engaging with clients to understand their needs, addressing their concerns with precision, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide clarity and support, while also utilizing your in-depth product knowledge to design effective resolutions for any issues that arise. Your commitment to quality and client satisfaction will be at the forefront of your daily activities, ensuring that every interaction contributes positively to the overall user experience.You will also be responsible for developing, maintaining, and enhancing the knowledge management framework to support the Service Desk team.The role also focuses on ensuring that accurate, relevant, and up-to-date knowledge articles are easily accessible to improve first contact resolution, reduce handling time, and enhance overall customer satisfaction. Roles & Responsibilities:-Develop and implement a knowledge management strategy aligned with ITIL best practices and business objectives.-Create, review, and maintain knowledge base (KB) articles, SOPs, troubleshooting guides, FAQs, and user documentation.-Work closely with service desk agents, support teams, and subject matter experts (SMEs) from other capabilities to capture, document, and validate knowledge.-Ensure knowledge content is accurate, clear, current, and searchable, following editorial and style guidelines.-Conduct regular audits of the knowledge base and retire outdated or duplicate content.-Promote a culture of knowledge sharing and continuous improvement across service and support teams.-Train service desk agents and support staff on how to effectively use and contribute to the knowledge base.-Measure and report knowledge usage, effectiveness, and impact on key metrics like resolution rate and customer satisfaction.-Support the implementation and optimization of Knowledge-Centered Service (KCS) methodologies if applicable.-Collaborate with ITSM teams to align knowledge content with incident, problem, and change management processes.-Analyze the incidents and Requests resolved by other resolver groups and drive Shift left activities-Root cause analysis for P1 and P2 or any problem ticket relevant to ServiceDesk-Should provide floor support to the agents to solve the incidents or fulfill the requests efficiently.-Should be flexible to play cross functional role as per the bandwidth. Role as a KM and SME and support team in daily reporting Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Good To Have Skills: Experience with ITIL framework.- Strong understanding of incident management and problem resolution processes.- Familiarity with ticketing systems and customer relationship management tools.- Ability to communicate technical information effectively to non-technical users. Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:- The candidate should have minimum 3 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Quality Management, Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve utilizing your exceptional communication skills to ensure the seamless operation of our world-class systems. You will engage with clients to accurately identify their issues and leverage your extensive product knowledge to design effective resolutions, all while maintaining a strong focus on quality and client satisfaction. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Facilitate training sessions for junior team members to enhance their understanding of service desk operations.- Monitor and evaluate service desk performance metrics to identify areas for improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Quality Management, Service Desk Management, Service Desk Voice Support.- Strong analytical skills to assess service desk performance and implement improvements.- Excellent verbal and written communication skills to effectively interact with clients and team members.- Ability to troubleshoot and resolve technical issues in a timely manner.- Familiarity with ticketing systems and service desk software. Additional Information:- The candidate should have minimum 2 years of experience in Service Desk Quality Management.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve utilizing your exceptional communication skills to ensure the seamless operation of our world-class systems. You will engage with clients to accurately identify their issues and leverage your extensive product knowledge to design effective resolutions, all while maintaining a strong focus on quality and client satisfaction. Roles & Responsibilities:- Expected to be an SME, collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training sessions to enhance team capabilities and knowledge sharing.- Monitor team performance metrics and implement strategies for continuous improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management, Service Desk Voice Support.- Strong understanding of incident management processes and best practices.- Experience with ticketing systems and customer relationship management tools.- Ability to analyze and resolve technical issues efficiently.- Excellent verbal and written communication skills to interact with clients and team members. Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:- The candidate should have minimum 5 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 12 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and the systems or applications they utilize. Your day will involve engaging with clients to understand their needs, addressing their concerns with precision, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide clarity and support, while also utilizing your in-depth product knowledge to design effective resolutions for client issues. Your commitment to quality will be evident in every interaction, as you strive to maintain the integrity and performance of our systems. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Expected to provide solutions to problems that apply across multiple teams.- Facilitate training sessions for team members to enhance their skills and knowledge.- Monitor team performance and provide constructive feedback to ensure continuous improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Experience with Service Desk Voice Support.- Strong understanding of incident management processes and best practices.- Ability to analyze and resolve technical issues efficiently.- Familiarity with ticketing systems and customer relationship management tools. Additional Information:- The candidate should have minimum 12 years of experience in Service Desk Management.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure the smooth operation of our world-class systems. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and implementation of best practices for service desk management.- Provide training and support to junior team members to enhance their skills and knowledge. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Strong understanding of incident management processes and tools.- Experience with ticketing systems and service desk software.- Ability to analyze and resolve technical issues efficiently.- Excellent verbal and written communication skills. Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:- The candidate should have minimum 3 years of experience in Service Desk Management.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Quality Management, Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve utilizing your exceptional communication skills to ensure the seamless operation of our world-class systems. You will engage with clients to accurately identify their issues and leverage your extensive product knowledge to design effective resolutions, all while maintaining a strong focus on quality and client satisfaction. You will also be responsible for improving the communication skills and overall voice quality of service desk agents. This role focuses on training, monitoring, and providing feedback on voice etiquette, clarity, tone, and professionalism to ensure excellent customer experience during voice interactions. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Facilitate training sessions for junior team members to enhance their skills and knowledge.- Regularly review and analyze service desk performance metrics to identify areas for improvement.-Conduct regular voice coaching sessions for service desk agents focusing on pronunciation, tone modulation, clarity, and professional language.-Monitor live and recorded voice calls to evaluate agents communication effectiveness and identify areas for improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Quality Management, Service Desk Voice Support, Service Desk Management.- Strong understanding of incident management processes and best practices.- Experience with customer relationship management tools and ticketing systems.- Ability to develop and implement quality assurance processes for service desk operations.- Familiarity with ITIL framework and its application in service management. Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:- The candidate should have minimum 3 years of experience in Service Desk Quality Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure the smooth operation of our world-class systems. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring client satisfaction and system reliability. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and implementation of support processes to enhance service delivery.- Provide training and guidance to junior team members to foster a collaborative environment. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Strong understanding of incident management and ticketing systems.- Experience with customer relationship management tools.- Ability to analyze and troubleshoot technical issues effectively.- Familiarity with service level agreements and performance metrics. Additional Information:- The candidate should have minimum 3 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and the systems or applications they utilize. Your day will involve engaging with clients to understand their needs, addressing their concerns with precision, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide clarity and support, while also utilizing your in-depth product knowledge to design effective resolutions for any issues that arise. Your commitment to quality and client satisfaction will be at the forefront of your daily activities, ensuring that both the client and the system are well-supported and functioning optimally. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training sessions to enhance team knowledge and skills.- Monitor team performance and provide constructive feedback to ensure continuous improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management, Service Desk Voice Support.- Strong understanding of incident management processes and best practices.- Experience with ticketing systems and customer relationship management tools.- Ability to analyze and resolve technical issues efficiently.- Excellent verbal and written communication skills to interact with clients and team members. Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:- The candidate should have minimum 7.5 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure the smooth operation of our world-class systems. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring client satisfaction and system reliability. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and implementation of support processes to enhance service delivery.- Provide training and guidance to junior team members to foster a collaborative environment. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Strong understanding of incident management and ticketing systems.- Experience with customer relationship management tools.- Ability to analyze and troubleshoot technical issues effectively.- Familiarity with service level agreements and performance metrics. Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:- The candidate should have minimum 3 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and the systems or applications they utilize. Your day will involve engaging with clients to understand their needs, addressing their concerns with precision, and ensuring that our systems operate seamlessly. You will leverage your exceptional communication skills to provide high-quality support, ensuring that client issues are accurately defined and resolved through your extensive product knowledge. Your role is crucial in maintaining the integrity and performance of our world-class systems, contributing to overall client satisfaction and operational excellence. Roles & Responsibilities:- Expected to be an SME, collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training sessions for team members to enhance their skills and knowledge.- Monitor and evaluate team performance to ensure adherence to service standards. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management, Service Desk Voice Support.- Good To Have Skills: Experience with ITIL framework.- Strong understanding of incident management and problem resolution processes.- Familiarity with ticketing systems and customer relationship management tools.- Ability to analyze and interpret client feedback to improve service delivery. Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:- The candidate should have minimum 5 years of experience in Service Desk Management.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their issues, utilizing your exceptional communication skills to ensure the smooth operation of our world-class systems. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring client satisfaction and system reliability. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and implementation of best practices for service desk management.- Provide training and support to junior team members to enhance their skills and knowledge. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management, Service Desk Voice Support.- Good To Have Skills: Experience with ITIL framework.- Strong understanding of incident management processes.- Familiarity with ticketing systems and customer relationship management tools.- Ability to analyze and resolve technical issues efficiently. Additional Information:- The candidate should have minimum 2 years of experience in Service Desk Management.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as a vital link between clients and the systems or applications they utilize. Your typical day will involve engaging with clients to understand their needs, addressing their concerns, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide effective solutions and maintain client satisfaction, all while deepening your product knowledge to enhance your ability to resolve issues efficiently. Roles & Responsibilities:- Expected to build knowledge and support the team.- Participate in Problem Solving discussions.- Assist in troubleshooting and resolving client issues in a timely manner.- Document client interactions and resolutions to enhance team knowledge.- Collaborate with team members to improve service delivery and client satisfaction. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Good To Have Skills: Experience with Service Desk Voice Support.- Strong understanding of client relationship management.- Familiarity with ticketing systems and incident management processes.- Ability to communicate technical information clearly to non-technical users. Additional Information:- The candidate should have minimum 0-2 years of experience in Service Desk Management.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as a vital link between clients and the systems or applications they utilize. Your typical day will involve engaging with clients to understand their needs, addressing their concerns with precision, and ensuring that our systems operate seamlessly. You will leverage your exceptional communication skills to provide high-quality support, ensuring that client issues are accurately defined and resolved through your comprehensive product knowledge. Your role is crucial in maintaining the integrity and performance of our world-class systems, contributing to overall client satisfaction and operational excellence. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and implementation of support processes to enhance service delivery.- Provide training and guidance to junior team members to foster a collaborative environment. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management, Service Desk Voice Support.- Strong understanding of incident management and ticketing systems.- Experience in troubleshooting and resolving technical issues efficiently.- Ability to communicate technical information clearly to non-technical users.- Familiarity with customer service best practices and client relationship management. Additional Information:- The candidate should have minimum 2 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics.This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space a" providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Workforce AnalyticsWorkforce Experience Analytics Adaptable and flexibleAbility to work well in a team Agility for quick learningWritten and verbal communicationAbility to meet deadlinesMicrosoft ExcelMicrosoft PowerPoint Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisorsIn this role you may have limited exposure with clients and/or Accenture managementYou will be given moderate level instruction on daily work tasks and detailed instructions on new assignmentsThe decisions you make impact your own work and may impact the work of othersYou will be an individual contributor as a part of a team, with a focused scope of workPlease note that this role may require you to work in rotational shifts Qualification Any Graduation

Project Role : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : Python (Programming Language) Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Support Engineer, you will engage in a dynamic environment where your primary focus will be on resolving incidents and problems that arise across various business system components. Your typical day will involve ensuring operational stability, creating and implementing Requests for Change, and updating knowledge base articles to facilitate effective troubleshooting. You will also collaborate with vendors and assist service management teams in analyzing and resolving issues, contributing to a seamless operational flow and enhanced service delivery. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training sessions for junior team members to enhance their skills and knowledge.- Monitor and evaluate team performance to ensure alignment with organizational goals. Professional & Technical Skills: - Must To Have Skills: Proficiency in Python (Programming Language).- Strong problem-solving skills to address complex technical issues.- Experience with incident management and service desk tools.- Ability to work collaboratively in a team-oriented environment.- Familiarity with change management processes and best practices. Additional Information:- The candidate should have minimum 5 years of experience in Python (Programming Language).- This position is based in Pune.- A 15 years full time education is required. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users. Roles & Responsibilities:Deliver Level 1 (L1) Technical Support through the IT Service Desk, ensuring timely resolution of user issues.Troubleshoot and resolve technical problems efficiently, providing clear guidance to end users.Accurately log and document all client interactions, issues, and resolutions within the ITSM tool to maintain comprehensive records.Collaborate proactively with team members to enhance service delivery and elevate the overall client experience.Take ownership of assigned tasks and work independently, progressing towards becoming a Subject Matter Expert (SME).Actively participate in team discussions, sharing insights and contributing to continuous improvement initiatives.Contribute to identifying and implementing effective solutions for work-related challenges.Assist in developing and refining support processes to streamline operations and improve service quality.Provide training, mentorship, and guidance to junior team members, fostering a positive and collaborative team environment. Professional & Technical Skills: Proficiency in Service Desk Management.Solid understanding of incident management processes.Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.Understanding of Service Level Agreements (SLAs) and ticket lifecycle.Experience supporting remote users and using remote troubleshooting tools.Excellent verbal communication skills with a neutral accent.Strong written communication skills, including proper email etiquette.Effective problem-solving and analytical skills.Strong customer service orientation.Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:Experience:3-4 years in IT Service Desk or Technical Support.Location:Position is based at our Bengaluru office. Educational Qualification:Minimum 15 years of full-time education is mandatory. Qualification 15 years full time education

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as the vital link between clients and the systems or applications they utilize. Your day will involve engaging with clients to understand their needs, addressing their concerns with precision, and ensuring that our systems operate seamlessly. You will leverage your exceptional communication skills to provide high-quality support, ensuring that client issues are accurately defined and resolved through your extensive product knowledge. Your role is crucial in maintaining the integrity and performance of our world-class systems, contributing to overall client satisfaction and operational excellence. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate training sessions to enhance team capabilities and knowledge sharing.- Monitor and evaluate team performance to ensure alignment with organizational goals. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management.- Strong understanding of incident management processes and best practices.- Experience with ticketing systems and service desk software.- Ability to analyze and troubleshoot technical issues effectively.- Excellent verbal and written communication skills to interact with clients and team members. Support Type & Working Hours:Primary Mode of Support:Voice-based support, with additional assistance via email, chat, and remote desktop tools.Shift Requirements:24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.Work Location & Timing:Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.Work Schedule:Five-day work week, with weekly offs determined by the shift roster. Additional Information:- The candidate should have minimum 7.5 years of experience in Service Desk Management.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education