Skill required: Next Generation Customer Operations - IT Troubleshooting
Designation: Measurement and Report Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 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 784,000 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 Customer Support vertical and help us in managing resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. • You will also be responsible for closing the fault and complaints within SLA s. • a transformation from a necessary function for resolving customer problems into a value generating service that is a strategic differentiator in the market • A form of technology problem solving, often applied to repair failed products or processes on a machine or a system.
What are we looking for? • Primary skill - IT Troubleshooting - P1 • Secondary skill - Workforce Management (WFM) - P1 • Strong understanding of SQL and programming concepts, including Macros and JSON. • o Proficient in developing high-quality dashboards and reports using Excel. • o Advanced expertise in MS Office Suite, particularly Excel and PowerPoint. • o Strong analytical and technical skills with proficiency in data visualization and reporting. • o Experience with Tableau, QuickSight, and Power BI is an added advantage.
Roles and Responsibilities: • Demonstrates strong communication skills and thrives in a fast-paced, high-pressure environment. o Builds and maintains effective working relationships with stakeholders across functions and levels. o Applies strong analytical thinking, problem-solving capabilities, and sound decision-making skills to address business challenges. o Effectively prioritizes workload by assessing business needs, managing competing priorities, and delivering results within timelines. o Works independently with minimal supervision while remaining adaptable, flexible, and responsive to changing business requirements. o Possesses clear and concise written, verbal, and presentation skills, complemented by strong interpersonal and collaboration abilities. o Drives continuous improvement in reporting processes to align with strategic objectives and support desired behavioral outcomes at the client end. o Maintains, updates, and develops process documentation to ensure operational consistency and knowledge management. o Understands diverse business scenarios and leverages automation to design, enhance, and deliver insightful reports. o Prepares analyses, findings, and executive summaries for ad-hoc requests, enabling management, Operations, and Quality teams to make informed business decisions. o Ensures accuracy and reliability of data by proactively validating analyses, reports, and calculations for potential errors.

Any Graduation

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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