Deloitte | India Offices of the US

1) Overview

Executive – Service Desk will be primarily responsible for performing L1 Service Desk activities such as Respond to customer inquiries, communicate with Customers, address customer issues

2) Principal Accountabilities

Primary Responsibility

Supporting Actions

·       Service Delivery

Roles & Responsibilities:

·       Entry level role with min of 6 month to 1 year of experience.

·       Respond to customer inquiries through multiple channels - Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).

·       Developing a higher level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service

·       Communicate (verbal and written) with customers from different countries and cultures (Americas, EMEA, APAC)

·       Recording, diagnosing, troubleshooting, resolving incidents and service requests based on a defined scope of support.

·       Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.

·       Stay up to date with outage, knowledge update alerts that are communicated on a need basis.

·       Responsible to resolve assigned incident/problems, displaying clear understanding of SLA and Incident lifecycle.

·       Reporting and updating supervisors for daily progress and guidance on assignments and concerns.

·       Demonstrate flexibility in working in different shifts (24x7 operations).

·       Developing a high level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service