Saurav Mukherjee

About Saurav Mukherjee

Currently serving as a Technical Support Analyst at Accenture, I provide technical assistance to clients through multiple communication channels, ensuring timely and efficient resolution of issues. My role involves diagnosing technical problems, maintaining accurate documentation, and escalating unresolved cases to specialized teams when necessary. I leverage my expertise in BMC Helix ITSM, BMC Remedy Ticketing System, and BMC Remedy AR System to assist customers effectively. A graduate in Instrumentation Technology from Guru Nanak Institute of Technology, I am passionate about expanding my knowledge of technical solutions to enhance customer support experiences. My professional journey reflects a consistent focus on issue resolution, communication, and collaboration to deliver optimal outcomes. I am committed to contributing to organizational goals by delivering reliable and efficient technical support services.

Experience

1. Technical Support Analyst

   Accenture

   Jun 2025 — Present · Bengaluru, IN

   Job Responsibilities: Provide technical support and assistance to customers, clients, or end-users through various communication channels (phone, email, chat).Issue Resolution: Diagnose and troubleshoot technical issues reported by customers, aiming to resolve them promptly and efficiently.Documentation: Maintain accurate records of customer interactions, including details of the issues reported and the steps taken to resolve them.Escalation: Escalate complex or unresolved issues to higher-level technical support teams or specialists when necessary.Knowledge Base: Continuously update and expand your knowledge of products, services, and technical solutions to better assist customers.Communication: Communicate technical information in a clear and understandable manner to non-technical customers.Customer Satisfaction: Strive to provide excellent customer service and ensure a positive customer experience.Team collaboration: Work closely with colleagues and team members to share knowledge and resolve technical issues effectively.Started as a ServiceDesk Analyst for the Leading MNC in the US, UK and APAC.Providing Level 1 and Level 1.5 assistance for Technology Service related calls comprisingLogging of Incidents, Service Requests and enquiries with comprehensive information using standard service management toolset and prioritization in alignment with Incident and Service Management processesDirect dispatching of tickets to the resolver groupAttempt resolution as per SOP for the calls reported Receive and handle customer escalationsTake ownership and responsibility for problems for client\'s technical issues Promptly notify Major Incident Management of high priority issues after collecting required information for escalationMaintain a level of Quality Customer ServiceExtra Responsibility: Creating and Publishing daily reports with the entire team Creating knowledge Articles for maintaining streamline work.

Education

• Aditya academy secondary

  12th standard, Biology/Biological Sciences, General

  2016 — 2017

• Guru Nanak Institute of Technology , Kolkata

  Bachelor of Technology, Instrumentation Technology/Technician

  2017 — 2021

• Youth Computer Training Centre

  Diploma of Information Technology Application , Information Technology Application