Deloitte Hiring For Support – Analyst | Apply Now

Deloitte Hiring For Support – Analyst | Freshers are eligible to apply for the job role and organizing an off campus recruitment drive. Below are the Job description, Eligibility, and Other details.

Job Description :-

Company Name:	Deloitte
Job Role:	Support – Analyst
Qualification:	Graduate degree
Experience:	Freshers
Batch:	Recent Batch
Location:	Hyderabad, India
CTC/Salary:	INR 4.5-7 LPA (Expected)

Position Summary

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you’ll do

·       This position is responsible for providing Service Support for various software applications, with a high degree of customer satisfaction, expertise, accuracy and timelines.

·       Keep users informed about their Incidents’ status at agreed intervals.

·       Log all Incident/Service Request details & functions as the first point of contact for users.

The team

Global Tax & Legal deploys the right team of experts to address the ever-evolving needs of our businesses around the world. Our professionals deliver superior compliance and advisory insights and guidance (local and global) to support our businesses operating in singular or multiple jurisdictions.

Qualifications

Any graduate with below skills

·       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

·       Manage premium-level Tax Application Support via email, phone, and chat, to both internal and external users.

·       Maintain a client-centric culture and foster a culture of continuous improvement and employee engagement.

·       Work with product and development teams to troubleshoot application issues and resolve issues.

·       Regularly monitor queues to ensure prioritization and wait time for customers meets our SLAs.

·       Attend daily support meetings to communicate trends and guidance, answer questions, and gather user feedback for enhancement requests and deficiencies.

·       Maintain quality service by establishing and enforcing organizational standards and policies.

·       Assist the Support leadership in organizing, planning, and implementing the Tax Transformation Support Strategy.

·       Ability to work flexible shifts including some holidays and weekends.

·       Ability to travel as needed (less than 10%)

·       Perform other duties as assigned.

·       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.

·       Client value addition, 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

·       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.

  Timings:- 2 PM- 11 PM;        

 Location:- Hyderabad

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