Sr. Associate-ServiceDesk

Summary

Position Summary

• Overview
  
  

Executive –Service Desk willbeprimarilyresponsible for performingL1 Service Desk activities such as Respond to customer inquiries, communicate with Customers, address customer issues

• Principal Accountabilities
  
  

Primary Responsibility

Supporting Actions

• Service Delivery
• Roles & Responsibilities:
• Proactive participation in work planning, managing escalations with assistance and reporting.
• Supervisory responsibilities for professionals at junior levels at technical level and day to day activities.
• Display of technical proficiency to complete high-volume and high complexity tasks under general supervision.
• Flair to make decision based on guidelines and prior training or experience.
• Identify process improvements, ITIL process flows like problem management etc. and principles of quality assurance.
• Responsible for end to end customer support through multiple channels - Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).
• Responsible for making sure all service requests are tracked, logged, and maintained as per client/organization standards, to publish monthly reports to leadership.
• Manage customer communications (verbal and written) with ability to switch between different countries and cultures (Americas, EMEA, APAC)
• Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contract quality guidelines and SLAs.
• People Related Skills
• Individual contributor role
• Client facing experience
• Attributes Required
  
  

Experience

Qualifications

• 5-7 years (Relevant experience in Support and Project Management)
  
  

Certifications & Trainings:

• Awareness of ITIL standards (preferably trained)
  
  

Technical Skills:

• Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint)..
• proficient in 1 or more IT Service Management Tools (Service Now, JIRA etc.)
  
  

Cross Functional:

• Perception to understand the impact and end goal of deliverables.
• Understands how the customer system / application works
  
  

Soft Skills:

• Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests
• Good verbal and written communication skills with emphasis on Business communication to interact with internal team and external clients.
• Decision making skills
• Customer Service Attitude
• Good at handling team with interpersonal skills to work in a group with good team spirit.
• Problem Solving skills.
• Analytical skills
• Work hour flexibility
• Graduate
  
  

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India .

Benefits To Help You Thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

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Requisition code: 351433