About the job

An IT Customer Service New Associate provides first-level technical support to users and helps resolve common IT-related issues. The role involves handling service requests, troubleshooting problems, documenting incidents, and ensuring users receive timely and professional support.

Responsibilities

• Provide first-level IT support through phone, email, chat, or service-desk platforms.
• Log, categorize, prioritize, and track user incidents and service requests.
• Troubleshoot common hardware, software, application, and connectivity issues.
• Guide users through basic technical solutions and troubleshooting steps.
• Escalate complex issues to appropriate technical teams when required.
• Monitor tickets and ensure issues are addressed within defined SLAs.
• Maintain accurate records of incidents, resolutions, and user interactions.
• Follow IT service-management processes and organizational support procedures.
• Identify recurring technical issues and contribute to knowledge-base documentation.
• Maintain professional communication and provide a positive customer-service experience.

Minimum Qualifications

• Basic knowledge of IT support and troubleshooting
• Understanding of Windows operating systems and common applications.
• Basic networking and hardware knowledge.
• Familiarity with service-desk or ticketing tools is beneficial.
• Good analytical and problem-solving skills.
• Strong verbal and written communication.
• Good customer-service and teamwork skills.
• Ability to learn new technologies and follow established processes.

More about the company

Accenture is a global professional services company that provides technology, consulting, operations, digital transformation, cloud, cybersecurity, AI, and data services to organizations around the world. The company helps businesses build their digital core, modernize operations, and use emerging technologies to improve performance.

Accenture offers career opportunities in both IT and non-IT/business functions, including: IT: Software Developer, Application Support Engineer, Cloud Engineer, Data Analyst, QA Engineer, Cybersecurity, AI/ML, Network Engineer, and Technical Support. Non-IT/Business: Finance, HR, Business Operations, Customer Service, Consulting, Project Management, Sales, Supply Chain, and Administration.

Accenture is a leading global professional services company that combines technology, business expertise, and human ingenuity to help organizations reinvent their operations, adopt AI and digital technologies, and achieve sustainable business growth.