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Deloitte Recruitment 2023-Hiring Technology Support – Analyst -| Bachelor’s Degree

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Deloitte Recruitment 2023 * Role: Technology Support – Analyst * Batch: 2019, 2020, 2021, 2022, 2023 * Location: Hyderabad * Experience: Fresher(0-2 years) * Education Bachelor’s Degree

Deloitte Recruitment 2023-Hiring Technology Support – Analyst -| Bachelor’s Degree

The detailed eligibility Criteria and application process are mentioned below.

Job Description

Position Summary

  • Job Description: Technology Support Analyst 
  • Manage premium-level Tax Application Support via email, phone, and chat, to both internal and external users.
  • Maintain a client-centric culture and foster a culture of continuous improvement and employee engagement. 
  • Work with product and development teams to troubleshoot application issues and resolve issues.
  • Regularly monitor queues to ensure prioritization and wait time for customers meets our SLAs.
  • Attend daily support meetings to communicate trends and guidance, answer questions, and gather user feedback for enhancement requests and deficiencies.
  • Maintain quality service by establishing and enforcing organizational standards and policies.
  • Assist the Support leadership in organizing, planning, and implementing the Tax Transformation Support Strategy. 
  • Ability to work flexible shifts including some holidays and weekends.
  • Ability to travel as needed (less than 10%) 
  • Perform other duties as assigned.
  • Adhering to SLAs like response time of an email & chat. ASA for calls & etc.
  • Performing as per set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc.
  • Client value addition, prioritization of issues, VIP support and calculating business impact are basic expectations from the person who would work in this role
  • Process incoming service requests, incidents and change requests and formulate appropriate response
  • Manage multiple support mailboxes and respond to emails
  • Triage and troubleshoot issue(s) reported on all applications.
  • Report and record any new defects on all applications.
  • Communicate with end users including external (non- Deloitte) client users, this includes contacting Partners, Directors and Senior Managers from client organization
  • Troubleshoot and resolve technology related issues on technologies such as MS Office, and custom-built applications primarily on Microsoft stack (ASP.NET, C#, Active Directory and DPASS)
  • Provision user accounts for external (non- Deloitte) client users
  • Have passion on technical knowledge learning and be a quick learner
  • Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of information in a timely manner
  • Initiates and/or implements corrective action as needed, in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
  • Have demonstrated ability to work in a fast-paced, dynamic environment, prioritizing work and adjusting to changing business demands
  • Exceptional attention to detail, relevancy, authenticity, and accuracy of information gathered; ability to structure, organize and synthesize data quickly with the end-user perspective in mind.
  • Enthusiastic self-starter with a can-do attitude, delivering a consistent high level of performance.
  • Exceptional attention to detail and willingness to work in a demanding and results-oriented global business environment with frequently changing priorities.
  • Ability to work under strict deadlines, prioritize and multitask work assignments, take ownership and adhere to strict internal quality assurance processes.
  •  Technical Requirements:
  • Bachelor’s degree in computer science, computer engineering, or related field.
  • 0–2 years’ experience
  • Excellent Customer service (Phone / Chat / Emails)
  • Excellent spoken English Language proficiency
  • Proficient with MS-Office applications
  • ServiceNow experience preferred.
  • Azure experience preferred.
  • Exposure to application support, ITIL framework etc.
  • Excellent written & verbal skills
  • Customer Service experience

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