Job Location: Mumbai
Skill required: Telecom Operations – Service Desk
Designation: Senior Analyst
Job Location: Mumbai
Qualifications: Any Graduation
Years of Experience: 5 – 8 Years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do?
You will be aligned with our Network Operations vertical which ensures that we maintain a robust common integration framework to help communications clients address challenges, increase their margins, improve asset realization, improve customer service, increase revenues, reduce overall costs and accelerate sales cycles.The Telecom Operations team is involved in developing structures, processes, and capabilities for managing and monitoring telecommunications networks.This role is aligned to our Service Desk team which is responsible for providing 1st level customer service support to clients with respect to their operations. The team acts as a Single Point of Contact ( SPOC ) to meet the communication needs of both users and clients, and to satisfy both customers and clients. In this role, you may be asked to switch between any support channel of phone, chat, and Email based on the business requirements.
What are we looking for?
Adaptable and flexible,Ability to perform under pressure,Ability to establish strong client relationship,Commitment to quality,Process-orientation
Roles and Responsibilities
In this role, you need to analyze and solve increasingly complex problems. Your day to day interactions is with peers within Accenture. You are likely to have some interaction with clients and/or Accenture management. You will be given minimal instruction on daily work/tasks and a moderate level of instructions on new assignments. You will need to consistently seek and provide meaningful and actionable feedback in all interactions. You will be expected to be constantly on the lookout for ways to enhance value for your respective stakeholders/clients. Decisions that are made by you will impact your work and may impact the work of others. You would be an individual contributor and/or oversee a small work effort and/or team. As a team lead you will be expected to:Understand and effectively manage the team's governance and performance. Understand the level of risk & propose mitigation plans and partner with other support teams to resolve requests/issues in a timely manner. Clearly communicate team goals and deliverables and keep the team updated on changes. Coach team members and provide the first level advice on procedures/methods. Solve increasingly complex problems & effectively delegate to develop and groom team members for succession planning. Maintain client relationships interface through regular connects and emails. Understand client priorities and problems & help translate actions for the team. Use innovation to identify opportunities to optimize processes, decrease costs and increase client value. Use data analytics and story-telling techniques to enhance the client journey ;Please note this role may require you to work in rotational shifts.
Any Graduation
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