Deloitte Looking To Hire Freshers For Support Analyst Role !
February 28, 2023
Deloitte Looking To Hire Freshers For Support Analyst Role Details:
About Company:
Deloitte Touche Tohmatsu Limited, commonly referred to as Deloitte, is an international professional services network headquartered in London, England.
Official Website: www.deloitte.com
Job Profile: Support Analyst
Experience Required: Freshers
CTC: Not Disclosed
Work Location: Hyderabad, Telangana, India
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
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