Walk-in || Technology - Associate Analyst/ Analyst

Role & responsibilities

Technology - Associate Analyst/ Analyst
Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. Technology Team differentiates itself from
other Call Centers. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition
programs encourage taking initiative. Technology Team expects people to work with minimum supervision, think out of the box,
make quick decisions, provide attention to detail and be ready for change.
Work youll do
To assist Deloitte employees with technology problems over the phone in a timely manner so that they can perform their job and be
productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be. Our
customers have a high expectation that you will be able to resolve their issue on the call, but they recognize that there are some issues
that can only be resolved by teams outside the Contact-center. Our customers are very computer literate, and accuracy of information
is a high priority.

• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and
  voicemail) with end users.
• Analyze and resolve incidents and service requests regarding use of application software or hardware. basic knowledge about
  computer software and hardware.
• Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
• Should stay informed about ongoing issues/outages, changes in 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. Adhere to contact quality guidelines.
• Identify knowledge gaps and submit corrections/updates and new knowledge documents.
• 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 flexible to work in different shifts as ISS-Business works 24 x 7.
• Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in
  disciplinary actions.
• Adheres to Code of Ethics, Vision, Mission and Core Values.
• Ability to switch between different countries and cultures (Americas, EMEA, APAC)
• Should be able to mentor new hires.
  The Team
  The Technology team is the first point of contact for Deloitte Member Firms facing challenges with any Technology not limited to
  hardware & software. Technology cater requests through phone, chat, web-forms & emails. Our team culture is collaborative and
  encourages team members to take initiative and seek on-the-job learning opportunities. Our professionals are committed to excellence
  and to enhancing the trust of our clients. Quality is our top priority, and by focusing on innovation, we continue to raise the bar on
  quality and deliver greater value to our clients.
  Qualifications
  Required:
  B.Sc/B.Com/BCA/ B.Tech(with computer science and electronics background) Other non-engineering graduation/Diploma: 0-4 yrs
  Key skills required:
• Excellent written, verbal, listening, analytical skills.
• Easily grasp and communicate complex ideas.
• Excellent problem-solving skills.
• Knowledge of MS Office 2010, 2013 including Outlook.
• Knowledge of computer hardware and software.
• Knowledge of Operating Systems like Windows 10 and MacOS.
• Knowledge of network and internet

Finance Service Desk (FSD) - Associate Analyst/ Analyst
Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. The FSD team is an internal support line for
Deloitte employees for multiple Geographies for Business Application Support. We support all types of calls concerning problems with
business applications. FSD team differentiates itself from other Call Centers by way of its work culture which encourages delivering
distinctive service and the Rewards and Recognition programs which encourage taking initiative. FSD expects people to work with
minimum supervision, think out of the box, make quick decisions, provide attention to detail and be flexible to change.
Work you’ll do
In this help desk position, you will be required to answer and resolve incoming calls, chats, webforms, Voicemails, emails & Fax from
Deloitte employees situated globally. It might involve either direct resolution of the problem or escalation to another team.

• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail)
  with end users.
• Analyze and resolve incidents and service requests regarding use of application software or
• hardware.
• 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 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 flexible to work in different shifts as ISS-Business works 24 x 7.
• Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in
  disciplinary actions.
• Adheres to Code of Ethics, Vision, Mission and Core Values.
• Ability to switch between different countries and cultures (Americas, EMEA, APAC)
  The Team
  The Finance Service Desk (FSD) is the first point of contact for Deloitte Member Firms facing challenges with Business applications such
  as SWIFT, DTE, Deloittenet & Accounts Payable. FSD cater requests through phone, chat, webforms & emails. Our team culture is
  collaborative and encourages team members to take initiative and seek on-the-job learning opportunitiesOur team culture is
  collaborative and encourages team members to take initiative and seek on-the-job learning opportunities.
  Qualifications
  Required:
  B.Sc/B.Com/BCA/ ( Other non-engineering graduation/Diploma: 0-2 yrs
  Key skills required:
• Excellent written, verbal, listening, analytical skills.
• Easily grasp and communicate complex ideas. Excellent problem-solving skills.
• Knowledge of computer, Internet connectivity and application performance are required.
• Familiarity with Microsoft Office applications, especially Word, Excel and PowerPoint.
• Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
• Excellent customer service skills and attitude on each and every interaction.