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: NA

Minimum 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-Conduct regular audits of the knowledge base and retire outdated or duplicate content.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 Service Desk
-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.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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