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About Deloitte: Deloitte Touche Tohmatsu Limited, commonly referred to as Deloitte, is a British multinational professional services network.

Company Name: Deloitte


Job Profile: Global Service Desk – Analyst

Work Location: Hyderabad

Requisition Code: E21HUANAAT-GSD01

Degree Needed: Any Degree

Job Profile: Global Service Desk – Analyst


Job Description: The Global Service Desk is a full-service technology support center team operating 24X7 out of Hyderabad India providing services to the Member Firms in the areas of both Infrastructure and Applications. Our service is built on the Information Technology Infrastructure Library (ITIL) Version 3.0 standards.


Work you’ll do

Answering inbound contacts and supporting escalated tickets, maintain a relationship with external support groups & product owners, proactively identify trends, use the right tools & knowledge, follow a schedule, quality of service

  • Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, and voicemail) with end-users.

  • Analyze and resolve incidents or service requests related to Deloitte Applications.

  • Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.

  • Should have basic knowledge about computer software and hardware.

  • Should stay informed about ongoing issues/outages, changes in the environment that are communicated via email, and other channels regularly.

  • Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence, and participate in individual/group coaching sessions.

  • Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.

  • Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.

  • Should be a quick learner and team player.

  • Should be flexible to work in different shifts.

The team

Global Service Desk team receives training and special system access to provide first and second level support for applications hosted on the Deloitte Global domain which are often used by many Deloitte member firms. This specialization allows the Global Service Desk to quickly resolve issues and process requests to ensure Deloitte Personnel/Clients can complete their tasks. Global Service Desk analysts are SharePoint certified and perform administrative tasks for the Deloitte Online SharePoint platform.

Qualifications

Required: Any Graduate

Keys skills required

  • Excellent written, verbal, listening, analytical and logical skills.

  • Easily grasp and communicate complex ideas.

  • Excellent problem-solving skills.

  • Knowledge of MS Office 2016 including Outlook and Exchange servers.

  • Knowledge of computer hardware and software.

  • Knowledge of Operating Systems like Windows 7, 8,8.1, and 10.

  • Knowledge of network and internet troubleshooting

Preferred:

  • Knowledge of Microsoft SharePoint 2013/2016 and MS O365 Products.

  • Any technical certification (e.g. MCSE, SharePoint Administration)

Apply Before the link Expires for Deloitte Hiring Freshers For Service Desk.

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