About the Company

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. In the United States, Deloitte refers to one or more of the US member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States and their respective affiliates. Certain services may not be available to attest clients under the rules and regulations of public accounting. Please see www.deloitte.com/about to learn more about our global network of member firms.

Job Description

The Analyst role is responsible for delivering exceptional Service Support for a variety of software applications. This entails maintaining a high level of customer satisfaction through expertise, accuracy, and adherence to defined timelines. A key component of the role involves proactively keeping users informed about the status of their reported incidents at pre-determined intervals. The Analyst serves as the initial point of contact for users, meticulously logging all Incident and Service Request details.

Responsibilities

• Demonstrate excellent customer handling skills and professional call etiquette.
• Manage end-to-end ticket lifecycle.
• Possess a foundational understanding of ITIL concepts, specifically Incident, Problem, and Change Management.
• Gain experience managing both voice and non-voice support channels (calls, chats, and email).
• Adhere to established Service Level Agreements (SLAs) for email and chat response times, call Average Speed of Answer (ASA), and other relevant metrics.
• Achieve performance targets on key metrics, including Customer Satisfaction (C-SAT), Average Handle Time (AHT), First Call Resolution (FCR), schedule adherence, escalation thresholds, quality scores, and maintaining a record free of critical performance issues. A comprehensive understanding of these metrics is essential.
• Demonstrate the ability to add value for clients, prioritize issues effectively, provide VIP support, and assess business impact.
• Efficiently process incoming service requests, incidents, and change requests, formulating appropriate and timely responses.
• Manage multiple support mailboxes effectively, responding to emails promptly and professionally.
• Triage and troubleshoot issues reported across all supported applications.
• Thoroughly report and record any newly identified defects within all supported applications.
• Communicate effectively with end users, including external (non-Deloitte) clients. This includes communication with Partners, Directors, and Senior Managers from client organizations.
• Troubleshoot and resolve technology-related issues across various technologies, including MS Office and custom-built applications primarily on the 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, catering to both internal and external users.
• Cultivate a client-centric environment and promote a culture of continuous improvement and strong employee engagement.
• Collaborate with product and development teams to effectively troubleshoot application issues and implement resolutions.
• Proactively monitor queues to ensure prioritization and customer wait times align with established SLAs.
• Participate in daily support meetings to communicate trends, provide guidance, address questions, and gather user feedback for enhancement requests and reported deficiencies.
• Maintain high-quality service standards by establishing and enforcing organizational policies and procedures.
• Support Support leadership in organizing, planning, and executing the Tax Transformation Support Strategy.
• Possess the ability to work flexible shifts, including some holidays and weekends, to maintain continuous support operations.
• Travel as needed, with anticipated travel requirements of less than 10%.
• Perform other duties as assigned to contribute to the overall success of the team.
• Possess a passion for continuous technical learning and demonstrate the ability to quickly acquire new knowledge.
• Provide exceptional customer service by efficiently obtaining, analyzing, and verifying the accuracy of information.
• Initiate and implement corrective actions as needed to ensure a consistently high standard of service and customer satisfaction.
• Demonstrate the ability to thrive in a fast-paced, dynamic environment, effectively prioritizing tasks and adapting to evolving business demands.
• Exhibit exceptional attention to detail, ensuring the relevancy, authenticity, and accuracy of gathered information. Demonstrate the ability to structure, organize, and synthesize data rapidly while maintaining a focus on the end-user perspective.
• Be an enthusiastic self-starter with a proactive attitude, consistently delivering high-quality performance.
• Demonstrate a willingness to work in a demanding and results-oriented global business environment with frequently changing priorities.
• Exhibit the ability to work under strict deadlines, prioritize and multitask work assignments effectively, take ownership of responsibilities, and adhere to strict internal quality assurance processes.

Qualifications

• A bachelor’s degree in any field, coupled with knowledge of computer science, computer engineering, technical Level 1 troubleshooting, or a related field.
• 0–2 years of relevant experience.
• Excellent customer service skills (phone, chat, and email).
• Excellent spoken English language proficiency.
• Proficiency in MS-Office applications.
• ServiceNow experience is preferred.
• Azure experience is preferred.
• Exposure to application support and ITIL framework principles.
• Excellent written and verbal communication skills.
• Previous customer service experience.

Skills

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Frequently Asked Questions

Other Information

Shift Timings:

* 5:30 AM – 2:30 PM IST
* 2:00 PM – 11:00 PM IST
* 9:00 PM – 06:00 AM IST

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