Deloitte New Drive: A career at Deloitte can lead to a professional work environment in which technology is integrated with impact for clients. This Associate IT Support Analyst position is a great chance for those who are committed to client service and troubleshooting or IT-related support. This role is a great fit for those who are recent graduates or with a minimum of two years of experience, who want to make a lasting career in IT support and service.
About the Role
The role that is Assistant IT Support Analyst entails providing top-of-the-line customer service through various communication channels, such as email, phone as well as chat. Analysts are responsible for the efficient resolution of technical issues and accurate communication with users and a smooth managing the lifecycle of tickets. The position is located in Deloitte’s Hyderabad office, and requires an on-site presence for seamless collaboration and delivery of services.
Candidates for this job are expected to communicate with various customers, including top-level clients like Partners and Senior Managers and Directors. Offering prompt and professional assistance is vital, particularly in dealing with issues that have tangible impact on business.
Key Responsibilities
- Respond to customer chats, phone calls and emails, ensuring the professionalism of your call etiquette.
- Offer prompt support to internal stakeholders as well as clients from the outside.
- Control voice and non-voice activities with an eye on the accuracy of your work and customer satisfaction.
- Provide VIP-level support to urgent users and problems.
- Take care of the entire incident lifecycle from the logging stage to closing.
- Respond to requests for service, incidents and requests for change within the prescribed SLAs.
- Implement ITIL framework principles to Incident, Problem, and Change Management.
- Monitor SLA compliance by ensuring that you meet the performance standards set by the SLA in terms of metrics such as response time and average handle time the first contact resolution, and so on.
- Continuously improve customer satisfaction ratings, ensure high quality service and limit the number of escalations.
- Manage multiple queues of mailboxes and ensure prompt responses to user queries.
- Conduct troubleshooting to solve technology-related issues with systems and applications.
- Find and fix issues with MS Office Suite, ASP.NET, C#, Active Directory, DPASS, and other Microsoft-based platforms.
- Track, record and report any issues encountered in applications to be analyzed further.
- Facilitate the provisioning of user accounts to clients from outside as part of the access management.
- Continuously improve performance through continuous review and feedback.
Skills and Qualifications
- Master’s degrees with a major in Computer Science, Information Technology or any other related discipline.
- Experience: 0 to 2 years, which makes it ideal for professionals who are just starting out.
- Experienced customer service capability through communication channels like chat, phone, or email.
- Excellent writing and oral skills for communication, paired with a strong English proficiency.
- Competency proficiency MS Office applications, including Word, Excel, Outlook and PowerPoint.
- A solid knowledge of ITIL concepts, such as the management of incidents and changes.
- Experience using ServiceNow as well as similar system for ticketing are a must.
- Access to Microsoft Azure or other cloud-based environments will provide advantages.
- Basic understanding of application support as well as active troubleshooting.
- Previous experience in a role of customer service or IT helpdesk position is highly desirable.
Key Performance Metrics
The position focuses on measuring results, which include:
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Handle Time (AHT)
- Service Level Agreement (SLA) compliance
- High quality scores and strict adherence to schedules
A firm commitment to keeping zero escalations, and providing prompt quality, top-quality assistance will determine the success in this role.
Work Environment and Details
- Job Type: Full-time, In-Office
- Location: Hyderabad, India
- Experience required: 0-2 years
- Work Days: Five days a week
- Salary: As per company standards
How to Apply
Candidates who are interested in beginning their an exciting career in IT support may apply via the Deloitte careers site by looking on “Associate IT Support Analyst – Hyderabad.” Candidates must ensure that their resumes include the ability to communicate, technical skills as well as any previous experience with IT ticketing systems, or customer interactions.