Service Desk Associate

About the role

Accenture is hiring a Service Desk Associate to provide Level 1 technical support through the IT Service Desk. The role involves troubleshooting user issues, managing incidents and tickets, documenting resolutions, and delivering customer-focused technical support through voice, email, chat, and remote desktop tools. HOW TO APPLY: Apply through the Accenture careers portal.

Responsibilities

• Provide Level 1 technical support through the IT Service Desk.
• Assist users in troubleshooting and resolving technical issues.
• Log and document client interactions, issues, and resolutions in ITSM tools.
• Collaborate with team members to improve service delivery and client experience.
• Manage incidents according to established processes.
• Support remote users using remote troubleshooting tools.
• Handle technical support through voice, email, chat, and remote desktop tools.
• Maintain clear and professional communication with users.
• Follow ticket lifecycle and Service Level Agreement requirements.
• Handle customer concerns calmly, including during high call volumes and difficult interactions.

Requirements

• 0-2 years of experience in IT Service Desk or Technical Support.
• Minimum 15 years of full-time education.
• Proficiency in Service Desk Management.
• Understanding of incident management processes.
• Experience with ITSM and ticketing systems such as ServiceNow or BMC Remedy.
• Hands-on knowledge of Microsoft 365 and MS Office Suite.
• Knowledge of Active Directory.
• General hardware and software troubleshooting knowledge.
• Understanding of SLAs and ticket lifecycle.
• Experience supporting remote users.
• Excellent verbal communication skills with a neutral accent.
• Strong written communication and email etiquette.
• Good problem-solving and analytical skills.
• Strong customer-service orientation.
• Ability to remain calm under pressure.

Required Skills