As an IT Customer Support Shift Lead, the candidate should be responsible for managing the delivery of IT Infrastructure services meeting all the SLA’s focusing on Customer Experience. This role requires a combination of technical expertise, excellent communication skills, and the ability to prioritize tasks effectively. Ensuring smooth operation of technology tools and addressing technical issues promptly and delivering high-quality support to optimize productivity and efficiency.

Roles & Responsibilities:
- Lead the delivery of IT Infrastructure services & ensure all the SLA’s are met.
- Manage Incident, Issues and Outage management, Investigation, and restoration.
- Collaborate with cross-functional teams to ensure timely resolution of issues.
- Ensure compliance with IT policies, procedures, and standards are followed.
- Provide technical assistance and support to the leadership team members for tablets, smartphones, network-related and other peripheral devices.
- Diagnose and resolve technical problems promptly,



ensuring minimal disruption to the workflow of the leadership team.
- Stay informed about emerging technologies and trends in IT support.
- Proactively identify opportunities to improve processes, systems, and tools to enhance the efficiency of IT support.
- Coordinate with external vendors and service providers for hardware/software procurement, maintenance, and support as needed.
- Conduct training sessions or provide individual guidance to team members on new technologies, software applications, and best practices for IT usage.
- Provide operational support role in a multi-shift 24/7 and should be able to work across various shifts.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Microsoft Windows & Cloud Management.
- Good To Have Skills: Experience with Desktop Transformation, Microsoft 365, and Network Infrastructures.
- Robust understanding of IT Operations and Service Management.
- Strong understanding of ITIL processes

📌 IT Operations Senior Analyst (Bengaluru)
🏢 Accenture in India
📍 Bengaluru