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About Accenture
- Accenture is a global management consulting, technology services and outsourcing company, with 257,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$27.9 billion for the fiscal year ended Aug. 31, 2012.
Profile : ASE - IT Operations
Eligibility Criteria:
- B.E/B.Tech 2014 Batch only
- Minimum 60% in highest degree
- No standing backlogs
Job Location: Gurgaon, Kolkata
CTC: 3L PA
Should be an Indian Citizen or should hold a PIO or OCI card. Bhutan & Nepal Nationals are allowed to work in India without a need for obtaining a visa to work. All other foreign nationals require work visa or an OCI / PIO card to work in India
Purpose:
Responsible for supporting the Service Desk/ IT Infrastructure Monitoring/ Other Infrastructure jobs to ensure services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customer’s incident. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities. Job is performed with general supervision.
Roles and Responsibilities:
- Attains a minimum of 80.0% of working hours monthly in an available state while logged into the telephone CCVMS/ CCCI queue; must log in promptly at designated work hours.
- Receives and logs customer problem/request/issues and ensures proper documentation.
- Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
- Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
- Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
- Performs follow up on all incidents with customer to ensure customer satisfaction.
- Develops and maintains knowledge of the problem tracking software and database.
- Develops and maintains knowledge of customer and customer specific business environment.
- Develops and maintains an understanding of customer Service Level Agreements.
- Develops and maintains technical skills and understanding of CIO Technology Services to achieve goal of 80% problem resolution.
- Works on project work as appropriate. Provides support for new business transition activities as required.
- Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required.
- Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism
- Works independently and maintains a high-degree of professional conduct at all times
Knowledge and Skills
- Familiarity with IT Systems
- Ability to be flexible and work analytically in a problem-solving environment
- Good communication (written and oral) and interpersonal skills
- Good Voice & Accent
- Ability to resolve technical issues and escalate issues when appropriate
- Good Attitude and willingness to learn
- Okay to work in 24x7 shifts.
Interview Process:
- Group discussion
- V&A round
- HR Interview
Click on the link given below to get More details:click here
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