Job Description

Working Hours : 24X7 Support including weekend support
Department: Service Desk
Reports To: Service Desk Manager
Job Summary:
The Service Desk Agent Level 1 is the first point of contact for customers seeking technical assistance over the phone, email, or chat. This role is responsible for providing support by diagnosing and resolving technical issues, escalating more complex problems to higher-level support, and ensuring excellent customer service.
Key Responsibilities:
Respond promptly to customer inquiries via phone, email, chat or self-service portal.
Provide first-level technical support and resolve hardware, software, and network issues.
Assist customers with account setup, software installation, and troubleshooting.
Diagnose technical issues based on customer descriptions and use remote support tools to resolve them.
Escalate unresolved issues to Level 2 or higher support teams with detailed documentation.
Follow up with customers to ensure issues are fully resolved.
Record all support requests and resolutions in the service desk ticketing system.
Contribute to the creation and maintenance of a knowledge base for common technical issues and solutions.
Educate customers on best practices and preventive measures to
avoid recurring issues.
Able to speak, write and read in English (language)
Strong problem-solving and analytical skills.
Excellent verbal and written communication skills.
Basic understanding of computer systems, mobile devices, and other tech products.
Familiarity with various operating systems (Windows, Mac, Linux) and common software applications.
Ability to work independently and as part of a team.
About Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces(TM).Join Accenture to work at the heart of change.
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Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Skills Required