Service Desk

As a Service Desk Analyst, you will play a critical role in ensuring the stability, reliability, and continuous improvement of enterprise HR systems supporting public sector stakeholders. You will serve as a key point of contact for system users, providing timely resolution of incidents, analyzing recurring issues, and contributing to service excellence through knowledge management and process improvement.

This role offers exposure to complex SAP HCM environments and the opportunity to work collaboratively with crossfunctional teams to enhance user experience and operational efficiency.

Key Responsibilities

• Log, categorize, track, and manage service requests and incidents endtoend, ensuring timely resolution and proper closure

• Respond to user queries via phone and email, analyze issues, and resolve requests using established knowledge bases and FAQs

• Build, maintain, and continuously improve a structured knowledge base, including FAQs, case studies, processes, and procedures

• Identify root causes of recurring issues and propose corrective and preventive solutions

• Prepare Helpdesk Queries Analysis Reports, highlighting trends and recommending improvements to reduce repeat incidents

• Support audit and compliance activities by extracting and analyzing request data when required

• Disseminate systemrelated communications, including service advisories, planned downtime, and enhancement notifications

• Review and enhance helpdesk processes and operating procedures upon request to improve service effectiveness

What we need:

• Diploma or Degree in Computer Science, Information Systems, Engineering, or a related discipline

• Minimum of 2 years of experience in an information technology or application support role

• Good working knowledge of SAP HCM ERP systems

• Strong written and verbal communication skills, with the ability to explain technical issues clearly

• Demonstrated ability to work independently while collaborating effectively within a team

• Analytical mindset with a strong interest in investigating issues and identifying practical solutions

• Responsible, responsive, and proactive approach to service delivery

Preferred Qualifications

• Experience supporting HR systems in largescale or public sector environments

• Prior exposure to SAP HCM projects within defense or governmentrelated organizations

• Experience in service desk reporting, trend analysis, or continuous improvement initiatives

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 wellbeing 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.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by applicable law.

Accenture is committed to providing veteran employment opportunities to our service men and women.