Service Desk Lead

Client & Project:

We are seeking a new talent to join the Service Delivery team where you will have the opportunity to collaborate in our client project a company that specializes in retail and financial services, providing a wide range of products and services to its customers.

Responsibilities:

As a Service Desk Lead, you will be responsible for overseeing first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements.
You will manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge while maintaining efficient service desk operations.
You are expected to be a subject matter expert, collaborate and manage the team to perform effectively.
You will be responsible for team decisions, engage with multiple teams, and contribute to key decisions while providing solutions to problems for your immediate team and across multiple teams.
Foster a collaborative environment that encourages team members to share knowledge and best practices.
Implement innovative strategies to enhance service desk efficiency and customer satisfaction.
Conduct regular training sessions to ensure the team is well-versed in the latest technologies and customer service techniques.
Analyze performance metrics to identify areas for improvement and develop action plans accordingly.
Act as a liaison between the service desk team and other departments to ensure seamless communication and service delivery.
Qualifications:

Expert proficiency in Customer Support Operations is required.
Expert proficiency in Applications Support is recommended.
Advanced proficiency in Java and Client Communication is suggested.
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™.Join Accenture to work at the heart of change.
Visit us at www.accenture.com

Declaración de igualdad de oportunidades en el empleo

Creemos que nadie debe ser discriminado por sus diferencias. Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable. Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos ayuda a servir mejor a nuestros clientes y comunidades.