Help desk accenture

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Accenture Alumni. Accenture Support. Access the Accenture Supplier page , a self-enabled site where our valued current or potential suppliers can centrally find important information. You will receive an email shortly to confirm receipt of your request or comment, while we route your submission to the appropriate group. Skip to main content Skip to footer. Contact Accenture. We appreciate your interest in Accenture.

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Investors E-mail. New self-service and automation capabilities are being developed providing automated solutions to common problems, real-time diagnostics with semi-automated solutions for agents and self-healing technology. Significant savings have been delivered to the organization through the introduction of an automated password reset facility, available via the Service Desk telephone system IVR. After only three months, more than 50 percent of password resets were via the new automated solution on the IVR, delivering a significant cost saving to the Service Desk organization.

Other key initiatives in the area of automation include:. Assisted support We provide remote support capabilities to resolve issues anywhere, anytime, keeping Accenture people productive at client sites, in their homes, or in other locations, without the need for an in-person visit.

Today, they resolve 75 percent of the PC software issues that would previously have been resolved by onshore local teams. The business benefits of introducing Level 2 remote support are many: Accenture people remain productive in the field, the support is cost-effective as teams are located offshore, and local office support teams are freed up to focus on higher-value activities. Deskside support through local in office teams has long been a focus area for cost reduction in IT shops around the globe.

Employee centricity The support model is designed with the employee experience front of mind—to be simple and intuitive, and provide a choice of ways to interact with the support organization.

When it comes to automated solutions, these are evaluated and only implemented where they help, not hinder, the employee.

This model enables Accenture people to work efficiently and collaboratively without interruption of technology issues through a continuous focus on improving employee technology support. This continuous improvement has led to a reduction in the number of incidents per employee, which in turn, has reduced cost to serve.

Cost-effectiveness has steadily improved as global IT has implemented our strategy. We continue to look at how we can further reduce support incidents, in particular, through proactive education, self-service channels and automation, which optimizes support and enables people to resolve issues, simply and quickly.

The technology support strategy is designed with Accenture people at its center, with the specific intent of making resolving an IT issue as simple as possible. Accenture people tend to be tech savvy, happy to use self-service and are often first adopters of new technology, but that also makes them harsh critics if solutions do not work well.

Customer satisfaction with technology support has been maintained at between 90 to 95 percent throughout the entire transformational journey. Newer services like remote technology support and webchat tend to have higher satisfaction scores than more established services, which helps corroborate the strategy of always pushing for the next innovation in support. Skip to main content Skip to footer. Reducing the need for Service Desk support using proactive interventions, automation and self-service.

Call for Change. Call for change. When tech meets human ingenuity. Other key initiatives in the area of automation include: Chatbot answering basic technology-related FAQs and ticket-related questions E-mail advisor converting free text e-mails sent to the Service Desk into tickets Automated scripts and the LogMeIn remote control tool Multilingual webchat tool Assisted support We provide remote support capabilities to resolve issues anywhere, anytime, keeping Accenture people productive at client sites, in their homes, or in other locations, without the need for an in-person visit.

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