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:

·       Responsible for customer support through multiple channels - Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).

·       Own incidents/issues end to end with minimum guidance.

·       Manage customer communications (verbal and written) with ability to switch between different countries and cultures (Americas, EMEA, APAC)

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

·       Understanding and adherence to contractual goals and Service Level Agreements (SLAs).

·       Identify continuous improvement opportunities like automations, process optimizations in the work being performed.

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

·       Build proficiency in smallers workflows / modules areas and provide guidance to other team members.

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

·       Document known service request resolutions in the knowledge base.

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

·       Gain deeper understanding of business and impact of the work we are delivering, ability to do their tasks with minimal supervision and help juniors in their teams.