Deloitte is hiring Technology Support – Analyst

Deloitte is hiring Technology Support – Analyst. This section provides comprehensive job information, encompassing job requirements and any other pertinent details.

Deloitte is hiring Technology Support – Analyst

About Deloitte

Deloitte, a renowned multinational professional services firm established in 1845, offers an extensive array of services, including audit, consulting, financial advisory, risk management, and tax services. Operating in over 150 countries, Deloitte has evolved into one of the world’s largest professional services firms, catering to diverse clients ranging from small enterprises to major multinational corporations. Notably recognized for its proficiency in technology, strategy, and human capital, the company has earned a reputation as a reliable and innovative advisor in the professional services sector, while also upholding strong commitments to social responsibility.

Company Name:	Deloitte
Website:	www.deloitte.com
Job Role:	Technology Support – Analyst
Location:	Hyderabad
Qualifications:	Bachelor’s degree
Salary:	5-7 LPA (Expected)
Experience:	Fresher

Job Description

We are in search of a committed Technology Support Analyst to oversee top-tier Tax Application Support, catering to both internal and external users. This position entails delivering assistance through email, phone, and chat channels, with the primary objective of ensuring utmost customer satisfaction. The ideal candidate will foster a client-centric culture, continuously strive for improvement, and actively engage with fellow employees.

Responsibilities

Manage premium-level Tax Application Support for internal and external users through email, phone, and chat channels.
Foster a client-centric culture and encourage a continuous improvement mindset, ensuring employee engagement.
Collaborate with product and development teams to troubleshoot and resolve application issues promptly.
Regularly monitor support queues to maintain adherence to Service Level Agreements (SLAs) for prioritization and customer wait times.
Participate in daily support meetings to share insights, offer guidance, address queries, and gather user feedback for improvements.
Uphold service quality by enforcing organizational standards and policies.
Collaborate with Support leadership to devise and execute the Tax Transformation Support Strategy.
Demonstrate flexibility to work varying shifts, including some holidays and weekends.

Be open to occasional travel as needed (less than 10%).
Perform assigned duties diligently, including adhering to SLAs for email and chat response times, Average Speed of Answer (ASA) for calls, etc.
Meet set standards on metrics like Customer Satisfaction (C-SAT), Average Handle Time (AHT), First Call Resolution (FCR), schedule adherence, escalation threshold, quality scores, etc.
Prioritize client value addition, address issue prioritization, provide VIP support, and assess business impact as part of the role’s expectations.
Process incoming service requests, incidents, and change requests, ensuring appropriate responses.
Manage multiple support mailboxes and respond to emails in a timely manner.
Troubleshoot and triage reported issues across various applications, documenting new defects.
Communicate effectively with end users, including non-Deloitte client users, such as Partners, Directors, and Senior Managers from client organizations.
Resolve technology-related problems concerning MS Office, custom-built applications primarily on the Microsoft stack (ASP.NET, C#, Active Directory, and DPASS).
Create user accounts for clients who are external to Deloitte’s organization.
Display enthusiasm for learning technical knowledge and demonstrate quick learning abilities.
Provide customer service support by obtaining, analyzing, and verifying information promptly.
Initiate and implement corrective actions as needed to maintain excellent service standards and high customer satisfaction levels.
Thrive in a fast-paced, dynamic environment, effectively prioritizing work and adapting to changing business demands.
Pay exceptional attention to detail and ensure accuracy and authenticity in gathered information, always considering the end-user perspective.
Demonstrate a can-do attitude and maintain consistent high-performance levels.
Successfully manage tight deadlines, efficiently prioritize and multitask work assignments, take ownership, and adhere to internal quality assurance processes within a demanding and results-driven global business setting.

Eligibility criteria

Acquire a Bachelor’s degree in computer science, computer engineering, or a related field.

0–2 years’ experience.
Excellent proficiency in providing customer service through phone, chat, and email.
Excellent spoken English language skills.
Proficient in using MS-Office applications.
Familiarity with ServiceNow and Azure is preferred.
Exposure to application support and ITIL framework.
Excellent written and verbal communication skills.
Previous customer service experience is beneficial.
Comfortable working in a 24*7 environment.