IT Customer Service Representative

Lead the IT support team to deliver high-quality technical support for business-critical users and executive leadership. Drive service excellence, ensure SLA compliance, and act as a Subject Matter Expert (SME) for complex technical issues while managing team performance and customer satisfaction.

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Key Responsibilities:

Lead and manage IT support team, ensuring SLA/KPI adherence and high performance.
Provide VIP/executive support for leadership (MDs, Directors, Senior Managers).
Own Incident, Problem, and Outage Management including resolution and restoration.
Act as SME for Windows Desktop Management and end-user computing.
Troubleshoot complex issues across desktops, laptops, mobile devices, and peripherals.
Collaborate with cross-functional teams and vendors for timely issue resolution.
Drive continuous service improvement through incident trend analysis and process optimization.
Ensure compliance with ITIL processes, IT policies, and security standards.
Handle escalations and critical situations with strong customer focus.
Support 24/7 operations with effective shift and workload management.

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Required Skills:

Strong leadership, communication, and interpersonal skills.
Excellent customer handling and stakeholder management abilities.
Expertise in Windows OS, Microsoft 365, and iOS platforms.
Strong troubleshooting skills in hardware, software, and basic networking.
Good understanding of ITIL processes (Incident, Problem, Change Management).
Ability to multitask, work under pressure, and drive team performance.
Drive AI adaption in daily operational activities

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Experience & Qualifications:

10–12 years of IT support experience, including executive/VIP support.
Prior team handling or senior support experience preferred.
Bachelor’s degree in IT or related field (or equivalent experience).

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Good to Have:

Certifications: MCSE, ITIL, or relevant technical credentials.
Exposure to cloud, desktop transformation, and enterprise IT environments.

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Key Attributes:
Customer-first mindset with focus on service excellence.
Proactive, adaptable, and high ownership attitude.
Willingness to work in a 24/7 shift-based environment from Office.

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10736918 karthik.prakash 9 BDC7 1 May 26
RRN000443

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.
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