|
Company
Name |
Deloitte |
|
Website |
|
|
Designation |
Analyst |
|
Eligibility |
B.E/B.Tech/MCA/BCA/B.Com |
|
Job
Location |
Hyderabad |
|
Experience |
Freshers |
|
Salary CTC |
Best
in Industry |
|
Last
date to apply |
ASAP |
Deloitte Off Campus Drive 2022
Click Here To Get Daily Latest Fresher Job Alerts
Position Summary
Global Tax & Legal Support
The team provides world-class and round the clock
technical support for digital applications to clients and practitioners
globally. We currently provide support for 20 priority digital applications
which includes “Global Intela”.
Role Description (Analyst)
This position is responsible for providing Service
Support for various software applications, with a high degree of customer
satisfaction, expertise, accuracy and timelines. Keep users informed about
their Incidents’ status at agreed intervals. Log all Incident/Service Request
details & functions as the first point of contact for users.
What you’ll do
· Customer
handling skills – Call etiquettes
· End
to End ticket management
· Basis
ITIL concepts of Incident, problem & change management is must
· Experience
in managing voice & non-voice support (Calls, chats & email)
· 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. Zero RED light calls for
entire year. Understanding on above metrics is mandate
· Client
value add, 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
Qualifications
The ideal candidate should:
· Comfortable
to work in 24*7 environment (rotating shift changes up to every month):
Ø 5:30 AM – 2:30 PM IST,
Ø 2:00 PM – 11:00 PM IST
Ø 9:00 PM – 06:00 AM IST
· 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:
- Any
Graduate .
- 0-1
year experience
-
- Excellent
Customer service (Phone / Chat / Emails)
- Excellent
spoken English Language proficiency
- Proficient
with MS-Office
- ServiceNow
experience preferred
- Exposure
to application support, ITIL framework etc.
- Excellent
written & verbal skills
- Customer
Service experience
Ø Comfortable to work in 24*7
environment
How you’ll grow
At Deloitte, we’ve invested a great deal to
create a rich environment in which our professionals can grow. We want all our
people to develop in their own way, playing to their own strengths as they hone
their leadership skills. And, as a part of our efforts, we provide our
professionals with a variety of learning and networking opportunities—including
exposure to leaders, sponsors, coaches, and challenging assignments—to help
accelerate their careers along the way. No two people learn in exactly the same
way. So, we provide a range of resources including live classrooms, team-based
learning, and eLearning. DU: The Leadership Center in India, our
state-of-the-art, world-class learning Center in the Hyderabad offices is an
extension of the Deloitte University (DU) in Westlake, Texas, and represents a
tangible symbol of our commitment to our people’s growth and development. Explore
DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a
great organization. We value our people and offer employees a broad range of
benefits. Learn
more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture
encourages our people to do their best work every day. We celebrate individuals
by recognizing their uniqueness and offering them the flexibility to make daily
choices that can help them to be healthy, centered, confident, and aware. We
offer well-being programs and are continuously looking for new ways to maintain
a culture that is inclusive, invites authenticity, leverages our diversity, and
where our people excel and lead healthy, happy lives. Learn
more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact
that matters. This purpose defines who we are and extends to relationships with
our clients, our people and our communities. We believe that
business has the power to inspire and transform. We focus on education, giving,
skill-based volunteerism, and leadership to help drive positive social impact
in our communities. Learn
more about Deloitte’s impact on the world.
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