About the Company

Deloitte is a global professional services organization. The Technology Team at Deloitte is distinguished from typical call centers, fostering a high-performance culture that emphasizes distinctive service delivery and rewards initiative. This team expects its members to work autonomously, think creatively, make swift decisions, pay close attention to detail, and embrace change. Deloitte’s purpose is to make a meaningful impact on its people, clients, and communities, integrating this purpose into their daily operations. The company emphasizes an inclusive culture that empowers individuals to contribute unique perspectives and innovative solutions to complex client challenges. Deloitte is committed to professional development, offering diverse learning and networking opportunities to accelerate careers and leadership skills. The DU: The Leadership Center in India, located in Hyderabad, signifies their dedication to the holistic growth of their employees. Deloitte provides a comprehensive rewards program designed to help professionals thrive mentally, physically, and financially, supporting their personal and professional goals.

Job Description

This role is within the CoRe Global Contact Center, specifically the ITSD-Tech Analyst position. The primary function is to provide technology support to Deloitte employees across various communication channels to ensure they can perform their duties effectively. This involves resolving technical issues directly or escalating them to appropriate teams when necessary. The position requires a high degree of accuracy and proficiency, as end-users are generally computer-literate. The work environment is fast-paced and demands quick decision-making and adaptability. The Technology Team is the initial point of contact for Deloitte Member Firms experiencing challenges with any technology, including hardware and software, and handles requests via phone, chat, web-forms, and emails. The team culture is collaborative, encouraging initiative and on-the-job learning, with a strong commitment to excellence and client trust. Quality is paramount, and the team focuses on innovation to deliver enhanced value.

Responsibilities

• Provide efficient 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 related to application software or hardware, demonstrating basic knowledge of computer software and hardware.
• Document all incidents and support requests accurately in the CRM tool, ensuring tickets are either closed or escalated appropriately.
• Stay updated on ongoing issues/outages and environmental changes communicated via email and other channels.
• Achieve key performance indicators (KPIs) such as Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence.
• Participate actively in individual and group coaching sessions and adhere to contact quality guidelines.
• Identify knowledge gaps and contribute to the creation and update of knowledge documents.
• Foster a positive customer support experience and build strong relationships through professional demeanor and thorough problem understanding.
• Demonstrate self-motivation and derive satisfaction from providing excellent customer service.
• Exhibit flexibility to work in different shifts as the ISS-Business operates 24/7.
• Minimize unplanned absences due to their significant impact on business operations; excessive unplanned absence may lead to disciplinary actions.
• Adhere strictly to the Code of Ethics, Vision, Mission, and Core Values of the organization.
• Demonstrate the ability to interact effectively across diverse countries and cultures (Americas, EMEA, APAC).
• Mentor and guide new hires in their onboarding and development process.

Qualifications

• Bachelor’s degree in Science (B.Sc.), Commerce (B.Com.), Computer Applications (BCA), or Engineering (B.Tech.) with a specialization in computer science or electronics.
• Alternatively, a graduation or Diploma in other non-engineering fields is acceptable.
• 0-4 years of relevant experience.
• Excellent written, verbal, and listening communication skills.
• Strong analytical abilities.
• Capacity to easily grasp and articulate complex concepts.
• Proficient problem-solving skills.
• Familiarity with MS Office Suite (2010, 2013), including Outlook.
• Working knowledge of computer hardware and software.
• Understanding of Operating Systems, including Windows 10 and MacOS.
• Basic knowledge of networking and internet functionalities.

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Other Information

Requisition code: 329223. The posting also includes links to similar jobs in Hyderabad, related to CoRe Support, Finance Service Desk, and Talent Customer Interaction Center.

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